Senior Manager, CX and Shopper Insights

Serving the needs of all families with young childrenCarters Inc. is the largest North American apparel retailer exclusively for babies and young children encompassing Carters OshKosh Bgosh Skip*Hop and Little Planet brands. Meaningful work constant learning genuine people and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carters.

How youll make an impact:

The Sr. Manager Consumer Insights & Customer Experience (CX) is a senior businessowning leader responsible for driving endtoend customer experience initiatives from insight to execution across digital and physical touchpoints. This role leads crossfunctional teams to define prioritize and drive CX initiatives to completion ensuring consumer insights directly informs enterprise decisionmaking and operational roadmaps.

Acting as a strategic owner and influencer this role partners closely with UX Digital Experience Store Operations Marketing and Technology to align teams around shared consumer priorities. The Sr. Manager is accountable for translating CX insights into clear actions owned initiatives and measurable business impact elevating Consumer Insights from reporting to execution and outcomes.

Enterprise Consumer Journey Ownership & Execution (30%)

• Own the enterprise consumer journey framework defining and evolving key moments (discovery browse purchase fulfillment postpurchase service) and ensuring adoption across the organization.
• Lead crossfunctional journey initiatives endtoend- from opportunity identification through execution to driving alignment accountability and delivery.
• Identify moments that matter friction points and experience gaps translating them into prioritized initiatives with clear owners and outcomes.
• Act as a business owner for journeyled workstreams influencing scope sequencing and tradeoffs to drive impact.

CX Measurement VoC Strategy & Performance Leadership (25%)

• Own the CX measurement and Voice of Consumer (VoC) strategy ensuring programs (OSAT NPS Shopper Pulse etc.) are relevant rigorous and decisionoriented.
• Translate CX performance into clear drivers root causes and prioritized recommendations tied to customer journeys and business outcomes.
• Establish and lead a CX operating cadence that connects insights to actions owners and followthrough.
• Drive implementation of scalable closedloop feedback processes aligning Digital Customer Care and Store Operations to ensure insights result in action

CrossFunctional Leadership & Influence (25%)

• Serve as a senior strategic thought partner to UX Digital Product and Store Operations leaders shaping experience strategy and influencing roadmap decisions.
• Align crossfunctional team roadmaps around shared consumer priorities ensuring CX initiatives are integrated across teams not siloed.
• Lead and influence multidisciplinary working teams driving clarity momentum and accountability from insight to launch.
• Influence key enterprise decisions by representing the voice of the customer in seniorlevel forums and planning processes.

Insight Activation Influence & Storytelling (20%)

• Lead executiveready storytelling that connects consumer experience insights to strategy priorities and measurable outcomes.
• Influence senior stakeholders to take action on insights shaping experience investments operational improvements and roadmap decisions.
• Ensure CX insights are embedded upstream in planning and prioritization not retroactively applied.
• Elevate Consumer Insights as a trusted proactive partner driving experienceled growth.

Wed Love to hear from you if: (Requirements section)

Must have:

• 7-10 years of experience in consumer insights customer experience UX research or related field
• Demonstrated experience leading cross-functional initiatives and driving projects to completion.
• Deep expertise in customer journey mapping CX frameworks and VoC programs (OSAT NPS etc.)
• Strong qualitative and quantitative research skills with a proven ability to translate insights into enterpriselevel action
• Proven ability to influence senior stakeholders and align teams around shared priorities
• Experience partnering closely with UX Digital Product and/or Store Operations teams
• Bachelors degree required; advanced degree a plus

Make a career at Carters:

• Career Development: Success starts from within and we have several paths from which you can choose to enhance your career evolution. From Carters University to Toastmasters to mentorship programs and more we encourage you to utilize these tools to elevate your professional prowess.

NOTE: This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management and the employee may be required to perform duties that are not listed in the job description.

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity sexual orientation national origin genetics disability age veteran status or any other status protected by federal state or local law.