Customer Experience Lead

Job Title

You know the moment. It's the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying "hello." It's in these moments that sound matters most.

At Bose, we believe sound is the most powerful force on earth. We've dedicated ourselves to improving it for more than 60 years. And we're passionate down to our bones about making whatever you're listening to a little more magical.

The Marketing team at Bose consists of passionate, bold, and music-loving storytellers. We tap into the magic of what makes Bose, BOSE, and through our marketing efforts, connect that magic with people who relate to our belief that sound is the most powerful force on earth.

Job Description

The Customer Experience Team is responsible for delivering best-in-class engagement strategies that strengthen customer relationships, drive retention, and create seamless experiences across every touchpoint. By partnering closely with internal teams and external vendors, this role will ensure that our initiatives are executed with precision, continuously improved, and aligned to business objectives.

Specific Responsibilities

• Project Leadership: Lead the planning, execution, and delivery of customer experience projects, ensuring they are completed on time, within scope, and aligned to strategic priorities.
• Execution & Implementation: Manage day-to-day activities for CX initiatives, coordinating tasks, stakeholders, and timelines to ensure flawless execution.
• Customer Insights Application: Use data, customer feedback, and trend analysis to inform projects and deliver solutions that improve satisfaction and reduce friction across the customer journey.
• Performance Monitoring: Track and analyze project outcomes, prepare reports, and share insights with leadership to guide ongoing optimization and decision-making.
• Cross-Functional Collaboration: Partner with marketing, ecommerce, product, customer service, and field leadership to align efforts, remove barriers, and deliver consistent, on-brand experiences.
• Communication & Training Support: Develop clear documentation, process guides, and communications to support project rollouts and enable adoption across teams.
• Operational Excellence: Maintain project workflows, calendars, and process improvements to ensure efficiency and scalability.
• Special Initiatives: Support enterprise-wide initiatives, providing consultative input and managing execution in partnership with senior leaders.

Required Skills/Experience

• 5-7 years of experience in customer experience, project management, CRM, or digital marketing.
• Experience with customer research, competitive research, and customer journey mapping to identify opportunities and actions to improve the customer satisfaction.
• Proven ability to lead projects from concept to execution with strong organizational and project management skills.
• Experience interpreting data, identifying trends, and applying insights to improve outcomes.
• Strong collaboration and interpersonal skills, with the ability to influence and align cross-functional teams.
• Excellent written and verbal communication skills, including experience creating project documentation or training materials.
• Hands-on experience with project management or campaign execution tools (e.g., Asana, Jira, Salesforce, Adobe Campaign, or similar).
• Bachelor's degree in Marketing, Business, or related field (or equivalent work experience).

Bose is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.