Senior Manager, Consumer Insights (Customer Experience & Shopper Insights)

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, 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 Carter's.

HOW YOU’LL MAKE AN IMPACT:
This role will focus on uncovering actionable insights related to customer satisfaction, in-store and digital user experience, and frontline feedback to fuel brand loyalty and operational excellence. 
As a key partner to Digital, Product, Store Operations, and Marketing, you’ll be instrumental in identifying friction points and opportunities across key customer journeys-from browsing and buying to post-purchase and returns. You’ll lead programs that inform and optimize everything from site UX and mobile experiences to associate training, store design, and loyalty engagement. 
This role typically reports into VP Consumer Insights and is based in our Buckhead office in our on-site (4 days) work environment. 

30%: Customer Experience & Journey Insights 

• Lead end-to-end research across the apparel shopping journey-both online and in-store-to identify pain points, expectations, and moments that matter. 
• Develop and refine journey maps and personas grounded in both behavioral data and deep attitudinal insights. 
• Establish a formal process for in-store, contextual learning that shapes current and future store design.  

30%: UX/UI Research & Optimization 

• Partner with Digital and Product teams to lead user testing, concept evaluations, and site diagnostics to optimize mobile and web experiences. 
• Surface insights that enhance product findability, checkout ease, size guidance, and overall digital conversion. 

30% Voice of Customer (VoC) & Satisfaction Programs 

• Own and evolve customer satisfaction programs (e.g., NPS, CSAT, post-purchase surveys) to generate continuous feedback loops across all touchpoints. 
• Drive actionability of insights by collaborating closely with Customer Care, Digital Experience, and Store Ops teams. 
• Retail Field & Associate Feedback 
• Design scalable programs to gather and synthesize feedback from store teams and retail field leaders on customer needs and in-store experience trends. 
• Partner with Retail Ops and Training to improve associate tools, service delivery, and frontline CX impact. 

10%: Vendor, Tools, and Team Leadership 

• Manage external partners and tools for survey platforms, UX testing, and feedback management (e.g., Qualtrics, Medallia, UserTesting, etc.). 
• Lead and develop a team of customer experience researchers, instilling a strong culture of business impact, curiosity, and innovation. 

WE’D LOVE TO HEAR FROM YOU IF:
Must have:

• 5+ years of experience in consumer insights, UX research, customer experience strategy, or a related role, preferably within retail or fashion/apparel 
• Demonstrated success driving CX and VoC programs in an omnichannel retail environment 
• Strong grasp of qualitative and quantitative methodologies including usability testing, intercept surveys, journey mapping, and in-store observation 
• Ability to turn complex data into clear, persuasive stories and actionable recommendations 
• Experience working closely with eCommerce, Store Operations, Product, and Digital teams 
• Proficiency in tools such as Qualtrics, Medallia, UserZoom, UserTesting, dscout or similar 
• Bachelor’s degree in Marketing, Human-Centered Design, Psychology, Business, or related field; Master’s degree a plus 

OUR TEAM MEMBERS:

• Lead Courageously: Have a strong sense of personal values that align with our Company values
• Collaborates Broadly: Build cooperation, trust, and thrive in a consensus driven environment
• Customer Focus: Proactively seek opportunities to leverage data and fact-based insights to serve customers and/or internal clients
• Drive Growth: Set aggressive goals and implement plans precisely
• Cultivates Innovation:  Respectfully challenge the "we’ve always done it this way" mentality and explore new ways to achieve desired outcomes

MAKE A CAREER AT CARTER’S: 
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. 
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.