Customer Experience Manager

Washington, DC
Oct 27, 2022
Nov 09, 2022
Full Time

Older Adults Technology Services from AARP (OATS) advocates for technology inclusion for the 50-plus, providing digital literacy training and programming to older adults. With nearly two decades of experience and insights on how older people interact with technology as well as its flagship programs like Senior Planet, OATS uses its resources to create world-class programs that form the basis for systems change.

The successful candidate will be passionate about delivering excellent customer experiences and increasing customer satisfaction by ensuring all interactions, across online and in-person platforms and channels meet our customer needs and are aligned with our mission. Using Design Thinking principles, the Customer Experiences Manager, will work cross-functionally with other key team members to develop personas and customer journey maps to show customer interactions across each omnichannel touch point, including where expectations are met and unmet, and areas where we can improve our programs and services. The successful candidate will play a central role in helping to apply the learnings and insights gained from user research, market intelligence, data and feedback to design programs, content and services that are in-demand and highly impactful.


  • Support the development of strategies and tactics to deliver excellent user experiences across Senior Planet programs and channels (virtual and in-person).
  • Collaborate with other teams to collect, analyze, and interpret customer data to design high-quality content, products and services.
  • Provide recommendations and input for areas of improvement related to content and programming.
  • Contribute to defining and codifying excellent user experiences for internal staff and trainers.
  • Apply Design Thinking methodologies in the design of new program offerings (both virtual and in-person) through ideation, prototyping and validation.
  • Support enterprise-wide efforts to refine existing feedback tools (including surveys, interviews and focus groups).
  • Support the development of new methodologies to improve how we solicit input from customers and gain insights.
  • Contribute to identifying the necessary skills required for our internal staff and trainers to be successful at delivering excellent user experiences.


  • Bachelor's degree in marketing, business administration, innovation design, design thinking or other related disciplines.
  • 2+ years of experience using human-centered design thinking and processes to optimize consumer experiences and apply user feedback to designing product experiences .
  • Expertise in conducting user research and interviews with the ability to balance great design solutions with an iterative approach.
  • Excellent project management and organizational skills and comfortable with working in a cross-functional environment.
  • Utilize on-line software tools such as Survey Monkey, Qualtrics, Salesforce, UXPressia, Miro, Mural.
  • Proficient in Microsoft Office 365 Business, Excel and PowerPoint.
  • 20% business travel is required.
  • Effective verbal and written communication skills.
  • In-office/open office environment with the ability to work effectively surrounded by moderate noise.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

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