Senior Manager, CX and Shopper Insights

Carter's•Atlanta, GA

About The Position

Serving the needs of all families with young children, Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, SkipHop 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 Carter's. How you’ll make an impact: The Sr. Manager, Consumer Insights & Customer Experience (CX) is a senior, business‑owning leader responsible for driving end‑to-end customer experience initiatives from insight to execution across digital and physical touchpoints. This role leads cross‑functional teams to define, prioritize, and drive CX initiatives to completion, ensuring consumer insights directly informs enterprise decision‑making 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.

Requirements

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 enterprise‑level 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
Bachelor’s degree required; advanced degree a plus

Responsibilities

Enterprise Consumer Journey Ownership & Execution (30%) Own the enterprise consumer journey framework, defining and evolving key moments (discovery, browse, purchase, fulfillment, post‑purchase, service) and ensuring adoption across the organization. Lead cross‑functional journey initiatives end‑to-end- 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 journey‑led workstreams, influencing scope, sequencing, and trade‑offs 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 decision‑oriented. 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 follow‑through. Drive implementation of scalable, closed‑loop feedback processes, aligning Digital, Customer Care, and Store Operations to ensure insights result in action
Cross‑Functional 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 cross‑functional team roadmaps around shared consumer priorities, ensuring CX initiatives are integrated across teams, not siloed. Lead and influence multi‑disciplinary working teams, driving clarity, momentum, and accountability from insight to launch. Influence key enterprise decisions by representing the voice of the customer in senior‑level forums and planning processes.
Insight Activation, Influence & Storytelling (20%) Lead executive‑ready 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 experience‑led growth.

Benefits

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

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