AARP - Washington, DC
posted 2 months ago
AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal fulfillment. AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name. As a trusted source for news and information, AARP produces the nation's largest-circulation publications, AARP The Magazine and the AARP Bulletin. The Customer Experience Manager analyzes and executes consumer related projects by leveraging human-centered design (HCD) to enhance AARP's relationship with our consumers and other key audiences. This role champions the consumer experience across the organization to ensure exceptional service is continuously provided to all consumers across all channels and platforms. The manager will ensure the implementation of improvements to drive a best-in-class experience with the organization's products and services. This position requires effective collaboration with management to identify opportunities to improve processes and to develop new procedures that support the business unit/department and enhance AARP's work. In this role, the Customer Experience Manager will lead customer research projects and analyze findings/data to understand member experience delights and pain points. They will leverage human-centered design (HCD) and other innovation/product development approaches to champion the customer experience across the organization. The manager will also lead the development of action plans to drive a best-in-class customer experience with the commercial benefits products and services, collaborating with senior management to ensure that customer experience expectations are exceeded, positioning the organization for success. The role involves navigating ambiguity through strategic thinking, identifying and implementing improvements to the processes, programs, and tools used in support of the customer experience efforts. Additionally, the manager will design, manage, and conduct CX research in collaboration with external vendors and internal subject-matter experts to inform the optimization of customer experiences in the commercial benefits space, developing and deploying systematic actioning on customer experience insights by cross-functional representatives to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.