Experience VOC (Voice of the Customer) Advisor (1 of 2 Openings)

Washington, DC
Mar 02, 2023
Apr 01, 2023
Full Time

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 VOC (Voice of the Customer) Advisor analyzes and executes 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. Implements improvements to drive a best-in-class customer experience with the organization's products and services. Collaborates with management to identify opportunities to streamline processes and to develop new procedures that support the business unit/department.


  • Leads customer research projects and analysis of findings/data to understand member experience delights and pain points.
  • 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.
  • Identifies and implements improvements to the processes, programs, and tools used in support of 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.


  • Bachelor's degree in Marketing Research, Statistics, Economics, Data Science or comparable, Master's degree preferred.
  • 5+ years of experience using unstructured qualitative and quantitative data to identify actions that improve customer experience. 5+ years of experience with Business Intelligence and/or Data Mining Tools (Python, Tableau, SAS, R, SPSS) required.
  • Experience using text analytics platforms (e.g. Qualtrics, Medallia) or similar product preferred.
  • Customer Experience Certification (CCXP, Forrester) preferred.
  • Advanced proficiency with MS Excel and PowerPoint.
  • Ability to translate data (Voice of the Customer program) to tell a story.

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.

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