Position Overview

The Senior Customer Experience Specialist plays a critical role in driving customer experience performance across the field by translating data into actionable insights and supporting consistent execution in stores. This role partners closely with field and cross-functional teams to improve Ease of Shopping, Speed of Checkout, and front-of-house behaviors through reporting, training, communications, and targeted programs. The Senior Specialist serves as a trusted CX subject-matter expert, supporting new store openings, customer feedback tools, and enterprise initiatives while reinforcing best practices through field engagement and store-level observation.

A Day in the Life

CX Reporting & Insights

• Own the development, maintenance, and evolution of recurring Customer Experience reporting, highlighting trends, outliers, and opportunities.
• Lead focused analyses and deep dives to identify root causes and inform targeted, actionable improvement strategies.
• Translate complex data into clear, compelling insights through executive-ready summaries, visuals, and storytelling tailored to field leaders and senior leadership.
• Present findings, recommendations, and new ideas to cross-functional corporate partners, demonstrating the ability to convert data and concepts into impactful presentations that drive action.

Field & Store Support

• Support new store openings end-to-end by providing CX training, coaching, and tools.
• Drive improvement in bottom-performing locations through delivering targeted training resources, and developing actionable improvement plans.
• Influence and align field leaders by role-modeling CX best practices, guiding store-level action planning, and reinforcing enterprise-wide CX expectations.
• Develop and distribute store-facing communications, job aids, FAQs, and execution guidance to support consistency and clarity in the field.
• Partner closely with District Managers, Regional Vice Presidents, and Store Managers through 1:1s, group calls, and presentations to reinforce priorities and elevate performance.
• Serve as a point of contact for store and field CX questions, ensuring timely, thoughtful, and accurate support.

Customer Feedback & Vendor Management

• Serve as a key liaison for the Customer Feedback program, supporting training, role clarity, recommendations, and ongoing technology enhancements.
• Oversee CX reporting tool access, user setup, and troubleshooting, ensuring smooth adoption and use across corporate and field teams.
• Ensure customer feedback data is accurate, consistent, and actionable, partnering with internal teams and vendors to improve usability and trust in insights.

Project & Initiative Support

• Lead and support CX projects and Front-of-House initiatives by developing timelines, materials, communications, and field implementation plans.
• Support pilots and program launches with strong execution oversight, feedback loops, and post-launch insights.

CX Tools, Content & Portal Ownership

• Own and maintain CX content housed on internal portals, ensuring materials are current, clear, and aligned to CX strategy and priorities.
• Support the development of CX training and reference materials.
• Partner with IT, Operations, and Reporting teams to support CX tool functionality, enhancements, and issue resolution.
• Troubleshoot content and tool-related issues to ensure a seamless experience for field partners.

Cross-Functional Collaboration

• Collaborate closely with Customer Experience leadership, Operations, Reporting, IT, and external partners to support CX initiatives end to end.
• Participate in CX planning, pilots, and insight reviews to ensure strong alignment between strategy, execution, and field realities.
• Represent the CX voice in working sessions, leadership reviews, and field forums as needed.

Travel & Field Observation

• Travel to the Burlington, NJ corporate office as required.
• Conduct store visits to observe real-world customer and associate experiences, share best practices with store leaders, and gather insights to inform company programs.
• Leverage store-level observations and customer feedback to identify drivers of inconsistent performance and recommend solutions.

You'll Come With

• Bachelor's Degree in Business or related field.
• Must be able to positively communicate and demonstrate the company’s Core Values by developing trust and respect, working as a team and partnering with individuals at all levels.
• Strong presentation and communication skills required.
• Strong writing skills with the ability to translate initiatives into documented actionable processes.
• Exceptional organization skills, ability to multitask and prioritize work activity based on need, attention to detail, initiative and follow-through skills.
• Strong interpersonal and teamwork skills.
• Must be advanced in MS Office applications including Excel, Word, Outlook and PowerPoint.

#LI-KG2

Come join our team. You’re going to like it here!  

Compensation Range: $65,000.00 - $80,000.00