Business Unit Description

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.

Integrated Communications and Marketing (ICM) is a multimedia, service-focused communications and marketing operation that leads in shaping the impression of AARP by providing communications planning, marketing, support and execution for AARP's strategic business units.
Summary

The VoC Insights, Advisor will be responsible for managing the identification, analysis and reporting of data and processes associated with the VoC program in order to generate actionable insights that drive customer experience improvements and build customer satisfaction and loyalty at AARP.

Significant focus will be on managing the Clarabridge text analytics platform, including data movement between AARP and Clarabridge, implementation of new data feeds, and oversight of categorization models & data integrity.

This position will report to the Director, VoC Insights, AARP Experience and will possibly oversee the work of analysts working within AARP's text analytics tool.
Responsibilities

Primary responsibilities include:

1. Manages and analyzes voice of the customer data to better understand member delights and pain points and to identify root cause of member feedback
2. Generates compelling reports from VoC insights that highlight potential process improvement opportunities and other strategic and actionable business recommendations
3. Partners with internal stakeholders to better understand their business goals and objectives and translates VoC data into actionable insights/recommendations to improve those businesses
4. Understands the Clarabridge platform to guide categorization, text analysis, sentiment tuning, dashboard development, and reporting
5. Manages the pipeline of new channels and data feeds into the VoC program (Call Center, Email, Social Media, etc.)
6. Ensures data integrity and accuracy of the Clarabridge text analytics system
7. Recommends new and innovative types of analysis that provide greater insights into customer wants, desires and pain points
8. Assists with communicating and socializing VoC insights, reports and learnings across the Association
9. Manages the relationships between VOC and external partners/vendors
10. Partners with business units to successfully implement an outside-in approach to designing optimal experiences for issues identified from VoC insights and reports.

Requirements

• Bachelor's degree and 5+ years of experience in data analytics, customer experience and/or market research
• Clarabridge Certification preferred; Skilled hands-on user of the Clarabridge text/sentiment analytics platform, also preferred
• Experience analyzing VoC findings to identify actions that improve customer experience
• Knowledge of VoC best practices, latest thinking and innovations
• Ability to understand technical aspects of products and aptitude for working with IT professionals to integrate various data sets and platforms
• Ability to manage multiple tasks simultaneously within a continually changing environment
• Excellent problem solving skills and ability to navigate challenging situations
• Skilled in building strategic and collaborative relationships with a variety of stakeholders
• Ability to work effectively with all levels of the organization, including executive level
• Ability to identify and tell a story using data
• Ability to influence without having direct reporting authority
• Experience managing change and transition initiatives
• Critical Competencies for this position:
  • Project management
  • Facilitating change
  • Gaining commitment
  • Communication and presentation skills
  • Advanced Microsoft Excel and PowerPoint proficiency

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.