Director, Customer Experience (CX) Design

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 nearly 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

We’re the Bose Customer Experience Design Team, and our mission is to design category defining customer experiences where every interaction is intuitive, effortless, seamless, and delightful. We make the experience of buying and using a Bose product magical and when customer’s need help, we ensure the best possible support. We innovate relentlessly, setting new experience standards. We’re human-centered in our approach and we work iteratively on UX prototypes across physical and digital touchpoints to solve customer problems and give them new beloved capabilities they can’t live without. Our work greatly impacts our customers’ end-to-end experience and is critical for Bose.

We are building our team and looking for a CX leader who will leverage their background in design thinking, digital, physical, and service design, facilitation, research, and experience strategy to lead the creation of interconnected customer-centric solutions, products, and services. This person will lead a talented interdisciplinary design team that uncovers opportunities and designs solutions for our customer’s end-to-end experience across every dimension. In this role you will drive CX strategy, plan design approaches for new endeavors, and determine priorities for your team. You will be responsible for inventing and evolving new creative solutions and driving UX simplicity and delight that keeps Bose at the leading edge of premium audio experiences. You will use quantitative and qualitative evidence to inform and guide UX direction and be the voice of our customers to leaders. You sincerely believe that design is more than surface level, but also how it feels and functions. 

You will collaborate closely with various partners in Marketing, Product Development, Engineering, Operations, and Insights to understand ongoing work and orchestrate improvements that positively impact all aspects of our customer’s holistic journey. This is an influential and highly visible position that requires advanced strategic thinking and a humble willingness to roll up the sleeves and do what needs to be done. This role demands a unique blend of creativity, leadership, and a forward-thinking mindset. 

Specific Responsibilities include:

• Identify meaningful opportunity areas across our customer journey to reduce friction, modernize, elevate our brand, and add value to our customers and Bose
• Lead CX transformation projects made up of teams from all over the org to bring solutions to life across retail, shopping, delivery, ownership, care, and repurchase. 
• Lead the design of end-to-end customer experience solutions across our physical and digital touchpoints. 
• Lead a cross-discipline design team to deliver desired outcomes
• Recruit, develop, and retain world-class talent
• Effectively staff programs with the right talent
• Create a dynamic team environment that fosters collaboration, experimentation, agility, and inquiry, while maintaining high expectations and attention to detail
• Guide the development of experience execution - from team briefing/kick off to, delivery, measurement, and iteration
• Partner deep in the organization to identify and execute strategic delivery excellence opportunities.
• Lead the delivery of shovel ready assists for execution and production 
• Lead the design review and governance for experience design with our leadership team. 
• Lead the communication of guidelines and toolkits to enable business unit teams responsible for their respective areas to deliver CX initiatives with excellence.

Qualifications


• 10+ years of experience as a leader in creative experience design – with at least 5 years of working on large-scale experience transformation efforts, ideally some experience with best-in-class digital and technology space
• Exceptional ability to lead, influence, and work across organizational boundaries with a consistent history of cross-functional collaboration.
• Proven ability to lead by example and consistently inspire creative colleagues to create differentiating, pioneering ideas that conceptualize world-class solutions. 
• Obsessed with finding the inspiring truths that lead to creative thinking that solves creative problems and propels our experiences into the future. 
• Strong presenter with an ability to get buy-in on creative thinking and ideas across the organization and with senior-level executives. 
• Must be a believer in the power of brand - and the importance of applying the brand consistently across all customer touchpoints.
• A curious learner with a growth mindset and an ability to quickly absorb information and learn on the job. 
• Impeccable attention to detail
• A solid understanding and demonstration of user centered design principles
• Ability to collaborate effectively as part of a distributed, multi-disciplinary team, raising the bar of quality for our user experiences
• Excellent interpersonal communication, analytic and leadership skills

#LI-AP1

Bose is an equal opportunity employer that is committed to inclusion and diversity. 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. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice. We recognize that individuals may have different needs and requirements based on their abilities, and we provide reasonable accommodations to ensure ideal conditions are met during the application process.

If you believe you need a reasonable accommodation, please send a note to [email protected]