- Salary
- $65k – $80k
- Location
- 00000 - Burlington Corporate Office, United States of America
- Workplace
- Hybrid
- Type
- Full-time
- Education
- Bachelor
- Source
- Workday
Description
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!
You will enjoy competitive wages, flexible hours, and an associate discount. Burlington’s benefits package includes medical, dental and vision coverage including life and disability insurance. Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan.
We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity
Individual pay decisions will be based on a variety of factors, such as but not limited to, qualifications, education, job-related skills, relevant experience, and geographic location.
Skills
Excel
