Jason Skinner

About Jason Skinner

I build digital customer success platforms that scale.Over 15 years, I’ve led customer experience transformations across ecommerce, SaaS, insurance, and consumer electronics. I drive measurable outcomes through AI-powered automation, behavioral analytics, and lifecycle orchestration.Current Role:At Bose, I lead our global digital customer success platform serving 6.5M customers and generating $13.8M in annual revenue. In my first year, I doubled self-service adoption (24% to 50%), added $1.8M in expansion revenue, and uncovered $3M in operational savings using automated LLM analysis.Core Expertise:• Digital customer success strategy and platform operations• AI and agentic automation (GenAI, conversational AI, predictive analytics)• Lifecycle engagement, journey orchestration, and retention optimization• Cross-functional leadership across Product, Marketing, Support, and Technology• Building scalable, data-driven programs that reduce cost-to-serve while improving outcomesTrack Record:• $13.8M: Platform revenue at Bose through digital engagement and expansion programs• $27M: Annual savings delivered at Wayfair through operational transformation• $300-500M: Estimated profit impact from enterprise CX strategy at Liberty MutualI’ve also served as an advisor to McKinsey, Bain, and BCG on customer experience and AI technologies.What Drives Me:I’m passionate about proving that digital-first, AI-powered experiences can deliver better customer outcomes at scale without relying on high-touch engagement.Open to connecting with leaders focused on digital transformation, AI innovation, and customer-centric growth strategies.Accomplishments:Ranked #7 globally in parallel parking under pressure, 1-move completion rate 92% across 300+ attempts.

Experience

1. Head of Digital Customer Success & Support Platforms

   Bose Corporation

   Jun 2024 — Present · Framingham, MA, US

   Lead Digital Customer Success strategy and platform operations for Bose’s global customer ecosystem, driving lifecycle engagement, product adoption, and retention across 6.5M customers annually while generating $13.8M in revenue.Year-One Impact:• Drove $1.8M revenue growth (+20% YoY) by doubling self-service resolution from 24% to 50%• Saved $500K annually reducing call volume 40% through Help Center and contact-flow optimization• Deployed LLM platform analyzing 1.5M+ conversations, identifying $3M in OpEx savings from friction points affecting 180M+ visitorsDigital Transformation & Platform Strategy• Delivered 150% growth in digital engagement through journey orchestration and UX transformation• Built omnichannel attribution infrastructure enabling predictive insights and automated engagement triggers• Architected contact channel optimization based on behavioral analytics, improving conversion across $13.8M funnelsAI Innovation & Conversational Intelligence• Led GenAI rollout across voice and chat serving 2.5M interactions, implementing agentic AI strategies• Drove vendor selection, pilot design, and UAT; delivered ROI projections securing executive approval• Implemented Unwrap.ai to classify conversations at scale, uncovering insights across checkout, promo codes, and email flowsCustomer Expansion & Trade-In Program• Led program transformation building predictive analytics and lifecycle strategies that drove $2.1M in customer lifetime value (78% YoY growth)• Redesigned pricing using conversion modeling and margin analysis to maximize participation and profitability

Education

• Brown University

  Bachelor of Arts - BA, Architecture

• The Tuck School of Business at Dartmouth

  Cert., Summer Mini-MBA

Skills

• Sales Analysis
• Nonprofits
• Customer Analytics
• Pc Maintenance
• Entrepreneurship
• Analytics
• Strategy
• Primary Research
• Salesforce.com
• Data Analysis
• Financial Analysis
• Process Improvement
• Analysis
• Revenue Analysis
• Finance
• Large Datasets
• Research
• Excel Data Model
• Time Series Analysis
• Microsoft Excel
• Powerpoint
• Essays
• Business Planning
• Monte Carlo Simulation
• Strategic Financial Planning
• Business Analysis
• Sales Operations
• Revenue Forecasting
• Secondary Research
• Computer Hardware
• Access
• Excel
• Writing
• Financial Modeling
• Ibm Cognos
• Microsoft Powerpivot
• Public Speaking
• Corporate Finance
• Programming
• Thinkcell