Customer Experience Manager

Oats

Full-time - Mid Level

Remote

Social Assistance

About the position

The Customer Experience Manager at AARP plays a crucial role in enhancing the relationship between AARP and its consumers, particularly those aged 50 and older. This position focuses on analyzing and executing consumer-related projects using human-centered design (HCD) principles to ensure exceptional service across all channels. The manager will lead customer research initiatives, develop action plans for improving customer experiences, and collaborate with senior management to align long-term goals with customer expectations.

Responsibilities

• Leads customer research projects and analyzes findings to understand member experience delights and pain points.
• Champions the customer experience across the organization to ensure exceptional service is continuously provided.
• Develops action plans to drive a best-in-class customer experience with commercial benefits products and services.
• Collaborates with senior management to develop long-term goals and strategic plans for customer experience.
• Meets AARP SOW deliverables related to customer experience programs and initiatives.
• Identifies and implements improvements to processes, programs, and tools supporting customer experience efforts.
• Designs, manages, and conducts CX research in collaboration with external vendors and internal experts.
• Develops and deploys systematic actioning on customer experience insights to prevent recurrence of issues.

Requirements

• Bachelor's degree with 5+ years of experience in Consumer Experience/Experience Management or consulting.
• Skills in content production (video, podcast, presentations) and delivery.
• Strong communication and storytelling skills, training, and workshop development.

Nice-to-haves

• Master's degree or MBA preferred.
• Event production and delivery experience helpful.
• Understanding of AI principles (prompt engineering, familiarity with AI engines like Gemini, Co-Pilot, ChatGPT).

Benefits

• 401(k) plan
• 100% company-funded pension plan
• Health, dental, and vision plans
• Life insurance
• Paid time off including company and individual holidays, vacation, sick leave, caregiving, and parental leave
• Performance-based and peer-based recognition
• Tuition reimbursement