Customer Experience Analyst - Metrics
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 Customer Experience Analyst analyzes voice-of-the-customer data to understand member experience delights and pain points. Utilizes human-centered design techniques such as journey mapping, concept development, customer validation, and iterative testing to understand customer experience needs. Participates in the implementation of programs, services, products, and/or interactions that are part of a customer's experience.
Responsibilities
Qualifications
Additional Requirements
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.
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 Customer Experience Analyst analyzes voice-of-the-customer data to understand member experience delights and pain points. Utilizes human-centered design techniques such as journey mapping, concept development, customer validation, and iterative testing to understand customer experience needs. Participates in the implementation of programs, services, products, and/or interactions that are part of a customer's experience.
Responsibilities
- Supports enterprise priorities by supporting business units in applying customer experience principles and best practices.
- Gathers research and data that provide consumer insights to inform the delivery and measurement of consumer experiences.
- Fosters consumer-centricity enterprise-wide by demonstrating the use of the consumer commitment and customer experience standards.
- Contributes resources to the customer experience toolkit and expedites its adoption through demonstration.
Qualifications
- Bachelor's degree with customer experience/program management background
- 2+ years of proven experience in putting the customer first, in a CX or related discipline
- Experience with A/B testing and multivariate testing and strong experience with Excel is required; experience with analytics or data visualization tools desired, including Adobe Analytics, Tableau, SQL, R, and Python
- Experience in relational data manipulation and ability to work in a collaborative manner
- Project management, planning and presentation skills
- Experience in working in a large, complex organization and experience working within a matrixed organization
- Must be able to work independently and manage projects on time
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.