AARP Experience (AARPx) Voice of the Customer (VOC) Advisor

Washington, DC
Jan 04, 2021
Feb 03, 2021
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.

With over 37 million members, it is critically important that AARP keep a pulse on its consumer's interests and how they experience the organization. Through its voice of the customer (VOC) program, the Experience VOC team delivers on this need by collecting and analyzing unstructured consumer feedback from over 10 listening posts, including voice, email,, and social media.

Experience VOC seeks an Advisor to analyze voice of the customer data for insightful findings and to transform them into actionable insights. The position will use the Clarabridge text analytic platform to build models, conduct categorizations, and perform sentiment and other analyses. The position will collaborate with AARPx and business units' partners to share VOC insights and reporting that help prioritize and enable customer experience (CX) improvement initiatives with the end goal of increased consumer satisfaction and loyalty at AARP.

The Advisor must be able to build strong business unit relationships and partnerships, deliver consumer-centric insights, and work collaboratively with others to meet shared objectives.

The position will report to the Director, Experience VOC.

Primary responsibilities include:
  • Manages and analyzes voice of the customer data to better understand member delights and pain points and to identify root cause of member feedback
  • Generates compelling dashboards and reports from VOC data that highlight potential process improvement opportunities and other strategic and actionable business recommendations
  • Partners with internal stakeholders to better understand their business goals and objectives and translates VOC data into actionable insights/recommendations to improve those businesses
  • Understands the Clarabridge platform to guide categorization, text analysis, sentiment tuning, dashboard development, and reporting
  • Ensures data integrity and accuracy of the Clarabridge text analytics system
  • Recommends new and innovative types of analysis that provide greater insights into customer wants, desires and pain points
  • Assists with communicating and socializing VOC insights, reports and learnings across the Association
  • Manages the relationships between VOC and external partners/vendors
  • Bachelor's degree in Statistics, Economics, Data Science, Marketing Research or comparable
  • 5+ years of text analytics platforms (e.g. Clarabridge, Medallia) or similar product
  • 5+ years of experience using voice of the customer (VOC) findings to identify actions that improve customer experience
  • 5+ years of experience with Business Intelligence and/or Data Mining Tools (Tableau, SAS, R, SPSS)
  • Knowledge of or experience in data analytics, customer experience and/or market research
  • 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
  • Ability to identify and tell a story using data
  • Strong written, analytical and verbal communication skills
  • Advanced proficiency with MS Excel and PowerPoint
  • Customer experience and loyalty background a plus
  • Preferred requirement for this position: Text Analytics Platform certification
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.

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