Senior Customer Experience Specialist

Position Overview

The Senior Customer Experience Specialist drives customer experience performance across the field by translating data into actionable insights and supporting consistent execution in stores. The role partners 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.

• 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 improvement strategies.
• Translate complex data into executive‑ready summaries, visuals, and storytelling for field leaders and senior leadership.
• Present findings, recommendations, and new ideas to cross‑functional corporate partners to drive action.
• Support new store openings by providing CX training, coaching, and tools.
• Drive improvement in bottom‑performing locations through targeted training resources and actionable improvement plans.
• Influence and align field leaders through 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.
• Serve as point of contact for store and field CX questions, ensuring timely and accurate support.
• Act as liaison for the Customer Feedback program, supporting training, role clarity, recommendations, and technology enhancements.
• Oversee CX reporting tool access, user setup, and troubleshooting to ensure smooth adoption.
• Ensure customer feedback data is accurate, consistent, and actionable by partnering with internal teams and vendors.
• Lead and support CX projects and Front‑of‑House initiatives by developing timelines, materials, communications, and implementation plans.
• Support pilots and program launches with execution oversight, feedback loops, and post‑launch insights.
• Own and maintain CX content on internal portals, ensuring relevance and alignment to CX strategy.
• Partner with IT, Operations, and Reporting teams to support CX tool functionality, enhancements, and issue resolution.
• Collaborate with CX leadership, Operations, Reporting, IT and external partners to support initiatives end to end.
• Travel to the Burlington, NJ corporate office as required and conduct store visits for observations and feedback.

• Bachelor’s degree in Business or a related field.
• Strong presentation, communication, and writing skills, with the ability to translate initiatives into documented actionable processes.
• Exceptional organizational skills, ability to multitask, prioritize, and maintain attention to detail.
• Advanced proficiency in MS Office applications including Excel, Word, Outlook, and PowerPoint.
• Strong interpersonal skills and ability to work collaboratively with individuals at all levels.
• Experience in data analysis, reporting, and stakeholder engagement is preferred but not mandatory.

• Health, dental, and vision coverage including life and disability insurance.
• Paid time off, paid holidays, and a 401(k) plan.
• Associate discount program.
• Opportunities for training and development.

Competitive salary range: $65,000.00 - $80,000.00.

Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.