AARP Services, Inc, Member Experience Manager

Expiring today

Washington, DC
Aug 11, 2019
Aug 17, 2019
Full Time
Business Unit Description

AARP Services, Inc.

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name. As a trusted source for news and information, AARP produces the world's largest circulation magazine, AARP The Magazine and AARP Bulletin

ASI is a service organization managing the licensing of the AARP brand and related assets and overseeing the provider relationships that deliver products and services to the 50+ population.

ASI's mission is to inspire new and innovative business practices, guide consumers to make informed choices, and deliver products and services that better fulfill life-stage needs


Reporting to AARP Services' (ASI) Director of Corporate Communications, this manager centrally supports the development, testing and implementation of approved member experience practices, with the goal of ensuring that AARP members receive seamless, rewarding experiences with products and discounts made available to them from providers. Primary responsibilities include supporting AARP on enterprise adoption and adherence to the AARP Experience (AARPx)-defined principles and practices; engaging providers, as appropriate, to mitigate diagnosed or anticipated pain points; and developing and implementing experience improvements across ASI.


Primary oversight and project leadership includes:
  • Awareness and Education - embed the AARP experience principles, practices and core messages into ASI culture via staff meetings, new employee onboarding, AARP provider Guidelines, provider Summits, Leadership Roundtables, etc
  • Quality Control Services - incorporate the AARP experience principles into the New Product Development (NPD) and provider contract renewal processes; ensure that communication of provider offers are consistent with AARP's Benefit Access Standards; and collaborate with ASI's Customer Solutions team to share key findings derived from its Voice of the Customer (VoC) with AARPx; ensure a flawless execution of the experience and develop intelligence for continuous and sustainable improvements.
  • Provider Alignment - proactively work with ASI's relationship management, operations and marketing teams to understand the experience strategies of providers of branded products and ensure that they are optimized and aligned with ASI experience plans accordingly
  • Ongoing Engagement and Coordination - actively participate in established governance bodies and key AARPx discovery and design project teams in order to represent ASI and the provider viewpoint; work collaboratively with AARP's functional areas such as AARPx, Membership, Member Benefits Communications, Brand and other departments to ensure alignment and coordination with AARP; provide regular reporting, identified KPI's, critical metrics, and project status updates as required by AARP to include key outcomes, milestones and deliverables.


  • Completion of Bachelor's degree and a minimum of 6+ years' experience with proven results in improving customer experience within a customer-focused organization. MBA a plus.
  • A minimum of 3+ years of customer experience management (CXM) preferred.
  • Knowledge of and experience with CXM principles and practices, including CX change management, human-centered design, Voice of Customer (VoC), journey mapping, co-creation and project management.
  • Excellent written, verbal, visual/presentation and interpersonal communications skills a must
  • Requires strong leadership, relationship, client management and strategic thinking skills
  • Demonstrated experience in developing repeatable processes across a complex organization, including strategic enhancement and tactical planning
  • Demonstrated ability to drive cross-functional teams to meet business objectives and influence coworkers and stakeholders while fostering strong relationships
  • Bias to action and initiative, with ability to develop effective processes of project management.
  • Experience working in both for-profit and not-for-profit organizations preferred.

Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.

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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