Customer Experience Manager

at  AARP

Overview:
AARP is the nation’s largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal fulfillment. AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name. As a trusted source for news and information, AARP produces the nation’s largest-circulation publications, AARP The Magazine and the AARP Bulletin.
AARP’s Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP’s reputation, drives engagement and member growth, and showcases AARP’s mission and value through one, integrated voice.
The Customer Experience Manager analyzes and executes consumer related projects by leveraging human-centered design (HCD) to enhance AARP’s relationship with our consumers and other key audiences. Champions the consumer experience across the organization to ensure exceptional service is continuously provided to all consumers across all channels and platforms. Ensures the implementation of improvements to drive a best-in-class experience with the organization’s products and services. Effectively collaborates with management to identify opportunities to improve processes and to develop new procedures that support the business unit/department and enhance AARP’s work.

Responsibilities:

• Leads customer research projects and analysis of findings/data to understand member experience delights and pain points.
• Leverages human-centered design (HCD) and other innovation/product development approaches.
• Champions the customer experience across the organization to ensure exceptional customer journeys and service are continuously provided to all customers across all commercial channels and platforms.
• Leads the development of action plans to drive a best-in-class customer experience with the commercial benefits products and services.
• Collaborates with senior management to ensure the customer experience is developing long-term goals and strategic plans to ensure customer experience expectations are exceeded, which will position the organization for success
• Meets respective AARP SOW deliverables related to customer experience programs, projects, and initiatives
• Navigates ambiguity through strategic thinking, identifies and implements improvements to the processes, programs, and tools used in support of the customer experience efforts.
• Designs, manages, and conducts CX research in collaboration with external vendors and internal subject-matter-experts to inform the optimization of customer experiences in the commercial benefits space. Develops and deploys systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.

Qualifications:

• Bachelor’s degree with 5+ years of experience.
• Background in Consumer Experience/Experience Management and/or consulting.
• Skills in content production (video, podcast, presentations) and delivery.
• Strong communication and storytelling skills, training, and workshop development and delivery.

Preferred:

• Master’s degree or Master’s in Business Administration degree.
• Event production and delivery helpful. Understanding of AI principles (prompt engineering, familiarity with AI engines, and general capabilities (Gemini, Co-Pilot, ChatGPT, etc.).

AARP will not sponsor an employment visa for this position at this time.

ADDITIONAL REQUIREMENTS

• Regular and reliable job attendance
• Effective verbal and written communication skills
• Exhibit respect and understanding of others to maintain professional relationships
• Independent judgement in evaluation options to make sound decisions
• In office/open office environment with the ability to work effectively surrounded by moderate noise

• Leads customer research projects and analysis of findings/data to understand member experience delights and pain points.
• Leverages human-centered design (HCD) and other innovation/product development approaches.
• Champions the customer experience across the organization to ensure exceptional customer journeys and service are continuously provided to all customers across all commercial channels and platforms.
• Leads the development of action plans to drive a best-in-class customer experience with the commercial benefits products and services.
• Collaborates with senior management to ensure the customer experience is developing long-term goals and strategic plans to ensure customer experience expectations are exceeded, which will position the organization for success
• Meets respective AARP SOW deliverables related to customer experience programs, projects, and initiatives
• Navigates ambiguity through strategic thinking, identifies and implements improvements to the processes, programs, and tools used in support of the customer experience efforts.
• Designs, manages, and conducts CX research in collaboration with external vendors and internal subject-matter-experts to inform the optimization of customer experiences in the commercial benefits space. Develops and deploys systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value