AARPx (AARP Experience) Experience Designer

Employer
AARP
Location
Washington, DC
Posted
Nov 27, 2020
Closes
Dec 09, 2020
Ref
12460908
Industry
Nonprofit
Hours
Full Time
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

Plans, implements, and promotes training, coaching, and adoption opportunities that embed customer experience (CX) practices, tools, and processes into day-to-day business operations and empowers teams to self-manage CX optimization. Builds strong consumer relationships, delivers consumer-centric solutions, builds partnerships, and works collaboratively with others to meet shared objectives. Supports the team in training and employee-skills building, particularly with developing consumer journeys and building and implementing marketing policies that support communications governance. Ensures that business units will evolve from having a consumer mindset to knowing the consumer experience tools and resources that will ensure the consumer is at the center of work.
Responsibilities
  • Coordinates and manages project work for the team.
  • Prepares and delivers content, presentations, reports, and events to drive the socialization of projects.
  • Captures data and metrics to demonstrate progress on project work.Tracks outputs and outcomes on dashboards and develops updates for colleagues and leadership.
  • Communicates best practices, research findings, and metrics to engage decision makers.
  • Schedules and manages calendars for meetings and workshops.
  • Supports management of vendor contracts and staff.
  • Schedules, promotes, and manages training and workshop delivery.
  • Develops and manages relationships with specific business units and teams (clients) to cultivate the adoption of CX practices.
  • Coordinated regular feedback loops with CX clients and leadership to ensure needs, priorities, and other factors are met.
  • Develops and builds programs that bring the appropriate customer experience tools and mindset to business units.
  • Consult with business units to understand existing level of customer experience competency and needs, then creates an enablement approach to address those needs.
  • Works within the team to bring skills and expertise to business units in an organized fashion.
  • Acts as an additional contact under the team/project lead for internal stakeholders. Demonstrates the ability to work across projects with minimal support.
Requirements
  • Completion of a BA/BS degree required (MBA or graduate degree in design, consumer research, or a similar discipline is a plus) and 5+ years of professional experience within a customer-focused organization.
  • Experience in human-centered design, design thinking, and/or lean startup for experience design, applying CX tools, such as journey mapping, co-creation, or other related discipline.
  • Experience developing and building programs to bring about positive change in individuals and teams over time, such as change management, coaching, certification development, or related area, a plus.
  • Ability to manage multiple projects at once and deliver professional work-product promptly and on deadline.
  • Ability to work and build relationships in a cross-matrix organization is essential.
  • Adaptability and entrepreneurship are important.
  • Excellent collaboration and relationship-building skills.
  • Excellent communication skills, both oral and written. Ability to produce high-quality reports and presentations (PowerPoint).
  • Highly self-motivated, team-oriented, collaborative, and passionately advocates and articulates opinions, while maintaining flexibility to incorporate others' point-of-views.
  • Preferred proven experience in a Fortune 500 company leading cross organizational projects.
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.

At AARP, the health and well-being of our candidates, employees, and members is a top priority. As a result of the COVID pandemic, all non-essential employees will continue to work remotely through the end of 2020. AARP has established social distancing policies to ensure the safety of our essential employees.