Customer Experience (CX) Design Strategist

Employer
AARP
Location
Washington, DC
Posted
Mar 05, 2023
Closes
Apr 04, 2023
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.

AARP seeks a Customer Experience (CX) Design Strategist to analyze and execute 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. Leads strategic, cross-functional development of design projects to enhance the AARP experience. Leverages human-centered design and other innovation approaches to deepen our understanding of the needs/wants of target audiences. Displays mastery in leading consumer interviews and facilitating internal team workshops. Builds effective working relationships across the AARP Experience team and with other AARP business units.

Responsibilities

  • Leads design 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.
  • 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.
  • 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.
  • Meets respective AARP SOW deliverables related to customer experience programs, projects, and initiatives
  • Leads the development of action plans to drive a best-in-class customer experience with the commercial benefits products and services.

Qualifications

  • BA/BS degree required; MBA or graduate degree in design, consumer research or similar, a plus. 7+ years of experience in human-centered design, design thinking and/or lean startup for experience design, service design and/or new product development required.
  • Experience working within a large company or nonprofit, where it can take effort to influence mindsets and enact change.
  • Demonstrates ability to work independently across projects. Carries projects forward with limited thought-leadership support from Director.
  • Proven results in creating products, tactics and/or programs that improve customer experience across touchpoints, business units and technologies.
  • Strong attention to detail with ability to manage multiple projects, evolving priorities and tight deadlines, with exceptional communication skills (written, verbal and visual).
  • Passion for understanding consumer and user needs.
  • Team oriented and collaborative; passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views.
  • The successful candidate must possess strong leadership and executive presence.

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.

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.