Customer Experience (CX) Design Strategist

Employer
AARP
Location
Washington, DC
Posted
Aug 29, 2022
Closes
Sep 21, 2022
Ref
2296
Industry
Nonprofit
Hours
Full Time
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 and nearly 38 million members, AARP strengthens communities and advocates for what matters most to families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and 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.

AARPx seeks a Customer Experience (CX) Design Strategist to define, drive, and support key AARP consumer experience initiatives and projects. As a CX Design Strategist, this person will lead multiple, cross-functional CX strategy projects to define optimal consumer experiences and collaborate closely with stakeholders to the end of enhancing AARP's relationship with our members and other audiences. This role works with internal stakeholders and agency partners focused on customer experience, design research, experiment design, execution and communication, and modeling a consumer-centric mindset.

Responsibilities

  • Lead multiple, cross-functional CX strategy projects to define optimal consumer experiences and collaborate closely with stakeholders to design in-market tests.
  • Define meaningful success metrics for in-market test outcomes and new consumer experiences more broadly.
  • Provide consultative CX services to initiatives outside of AARPx, acting as a key stakeholder in the development of new products, tactics, and programs across AARP.
  • Develop a strategic approach to change management for key projects to manage entrenched interests and points of view.
  • Lead consumer and stakeholder interviews and design and facilitate internal workshops.
  • Produce elegant, concise socialization materials to communicate work product effectively to senior leadership and beyond.
  • Model creativity and flexibility and be willing to try, fail and adapt in a quick cycle.

Qualifications

  • BA/BS degree required; MBA, or graduate degree in design, consumer research, or similar, a plus. 7+ years of professional experience within a customer-focused organization; experience in CX, human-centered design, design thinking, and/or lean startup for experience design and/or new product development required.
  • Proven results in creating products, tactics, and/or programs that improve customer experience across all touchpoints, business units, and technologies. Experience in seeding innovation methodologies and mindset in a large organization.
  • Passion for understanding consumer and user needs.
  • Strong attention to detail; exceptional verbal and written communication skills.
  • Ability to manage multiple, evolving priorities with tight deadlines.
  • Demonstrated ability to measure and communicate/socialize impact of work product.
  • Team-oriented and collaborative; passionately advocates and articulates opinions while maintaining flexibility to incorporate others' points of view.
  • The successful candidate must possess strong leadership, collaboration, vendor management, communication, executive presence, and presentation skills.
  • Preferred proven experience in a Fortune 500 company leading cross-organizational projects.
  • This is an open-space office environment and the ability to work effectively surrounded by moderate noise is required.

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.