Experience Engagement Director

Employer
AARP
Location
Washington, DC
Posted
Nov 29, 2022
Closes
Nov 30, 2022
Ref
3938
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.

The Experience Engagement Director leads customer research projects and analysis of voice-of-the-customer data to understand member experience delights and pain points. Champions the customer experience across the organization to ensure exceptional service is continuously provided to all customers across all channels and platforms. Collaborates with internal and external stakeholders to oversee the implementation efforts needed to drive a best-in-class customer experience for the organization's products and services. Collaborates with senior management to develop long-term goals and strategic plans to ensure customer experience expectations are exceeded and position the organization for success.

Responsibilities

  • Develops and implements strategies to improve customer experiences, loyalty, and satisfaction.
  • Collects, analyzes, and interprets customer experience data to identify challenges, pain points, and moments of delight to ensure an optimal experience. Ensures customer experience strategies are aligned to larger business goals and outcomes.
  • Manages customer surveys. Tracks, monitors, and maps programs to identify opportunities to optimize customer experiences.
  • Communicates regularly with internal stakeholders, such as member relations, data science, research, and lines of business teams to identify gaps and opportunities in the customer experience.
  • Designs, manages, and conducts customer experience research, in collaboration with external vendors and internal subject matter experts, to inform the optimization of customer experiences in the commercial benefits space.
  • Serves as primary point-of-contact for meeting respective organization statement of work deliverables related to customer experience programs, projects, and initiatives.
  • Develops customer experience insights and deploys solutions across functions to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.

Qualifications

  • Bachelor's degree in Marketing, Business, Strategy or related field; Master's degree preferred and 7+ years demonstrated experience, product management, marketing strategy, design strategy and/or progressive marketing project management experience
  • Strong business acumen and proven track record of delivering big results in high-paced and highly ambiguous and complex work environment that drives positive change and operational success.
  • Proven ability to think strategically, critically and creatively while working with internal customers, complex projects and driving business requirements and consumer expectation.
  • Must be capable of working across silos to identify CX gaps and recommend solutions, when needed. Proven ability to build strong collaborative business relationships.
  • Able to communicate complex issues and ideas in concise, compelling, and simple language, as well developing and communicating the CX success story.
  • Excellent time management skills with the ability to multitask and manage multiple projects simultaneously including work prioritization, planning and task delegation.
  • Executive presence: can quickly establish credibility and influence Leadership level teams. Exceptional interpersonal, presentation and communication (both written and verbal) skills. Ability to communicate in writing clearly, succinctly, and in a data-driven fashion.
  • 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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