SVP, AARP Experience

Employer
AARP
Location
Washington, DC
Posted
Aug 25, 2021
Closes
Sep 25, 2021
Ref
12461345
Function
Other
Industry
Nonprofit
Hours
Full Time
Business Unit Description

AARP is the nation's largest nonprofit, nonpartisan organization with a membership of nearly 38 million that helps people 50+ turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. Integrated Communications and Marketing is a multimedia, service-focused operation that leads in shaping the impression of AARP by providing communications planning, marketing, support and execution for AARP's strategic business units.
Summary

Reporting to the EVP and Chief Communications and Marketing Officer, the SVP of AARP Experience creates a seamless, high value, personalized experience that is adopted across the AARP enterprise. The SVP is responsible for driving change and creating an organizational culture that puts the needs and interests of AARP members and all who interact with the organization first.
Responsibilities
  • Developing and championing a holistic vision for a best-in-class experience for all AARP members, volunteers, donors, prospects and supporters.
  • Overseeing a matrixed execution of cross-enterprise strategies that align organizational metrics, interactions across multiple business units, and touch points to improve consumer experiences.
  • Building out the Voice of the Consumer program to create a key listening function, which amplifies the voice of our consumers and incorporates consumer feedback across all business units and touch points.
  • Developing a single understanding of the consumer, by segment, across all touch points, business units, platforms and processes by synthesizing complex data/analytics/intangible factors/consumer trends and providing clear translation for various enterprise audiences.
  • Leading a cross-enterprise AARP Experience Council to drive continuous innovation and identify gaps between the current and ideal experience; recommending solutions; aligning business units.
  • Establishing governance and principles to ensure a consistent set of experience standards are applied across the enterprise.
  • Maintaining ongoing communication and collaboration with the Board, Executive Team, Leadership Team, employees, partners, providers and vendors to ensure support for AARP experience vision, strategies and execution.
Requirements
  • BS degree in Marketing, Business, or related field, with 15 years of professional experience within a consumer-focused organization known for driving and delivering excellent consumer interactions, especially through digital channels.
  • Deep experience with using data and technology to enable a personalized consumer experience, with a proven ability to improve CX measures, aligned with business model performance.
  • Track record of success developing best-in-class experiences and aligning complex, matrixed organizations around a single, powerful vision for consumer experience.
  • Proven leadership skills in building high performing teams, serving as a positive agent for change and influencing others to work across silos to drive organizational success.
  • Excellent presentation skills and executive presence.
  • Demonstrated success in improving the consumer experience across a complex multi-channel organization while driving positive business performance.
Compensation and Benefits

AARP offers competitive benefits with 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. Visit careers.aarp.org/benefits for more information.

As a result of the COVID pandemic, all interviews will be held virtually and all non-essential employees will continue to work remotely until further notice.
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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