Customer Experience Manager
Company: OATS
Location: Washington
Posted on: October 11, 2024
Job Description:
OverviewAARP 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.AARP's Integrated Communications
and Marketing (ICM) Group includes Membership, Content and
Editorial, Customer Experience, External Relations, Brand Strategy
and Strategic Communications. Across paid, earned, shared and owned
channels, ICM manages AARP's reputation, drives engagement and
member growth, and showcases AARP's mission and value through one,
integrated voice.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. Champions the consumer experience across the
organization to ensure exceptional service is continuously provided
to all consumers across all channels and platforms. Ensures the
implementation of improvements to drive a best-in-class experience
with the organization's products and services. Effectively
collaborates with management to identify opportunities to improve
processes and to develop new procedures that support the business
unit/department and enhance AARP's work.Responsibilities
- Leads customer research projects and analysis of findings/data
to understand member experience delights and pain points.
- Leverages human-centered design (HCD) and other
innovation/product development approaches.
- Champions the customer experience across the organization to
ensure exceptional customer journeys and service are continuously
provided to all customers across all commercial channels and
platforms.
- Leads the development of action plans to drive a best-in-class
customer experience with the commercial benefits products and
services.
- Collaborates with senior management to ensure the customer
experience is developing long-term goals and strategic plans to
ensure customer experience expectations are exceeded, which will
position the organization for success.
- Meets respective AARP SOW deliverables related to customer
experience programs, projects, and initiatives.
- Navigates ambiguity through strategic thinking, identifies and
implements improvements to the processes, programs, and tools used
in support of the customer experience efforts.
- Designs, manages, and conducts CX research in collaboration
with external vendors and internal subject-matter-experts to inform
the optimization of customer experiences in the commercial benefits
space. Develops and deploys 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.Qualifications
- Bachelor's degree with 5+ years of experience.
- Background in Consumer Experience/Experience Management and/or
consulting.
- Skills in content production (video, podcast, presentations)
and delivery.
- Strong communication and storytelling skills, training, and
workshop development and delivery.Preferred:
- Master's degree or Master's in Business Administration
degree.
- Event production and delivery helpful. Understanding of AI
principles (prompt engineering, familiarity with AI engines, and
general capabilities (Gemini, Co-Pilot, ChatGPT, etc.).AARP will
not sponsor an employment visa for this position at this
time.Additional Requirements
- Regular and reliable job attendance.
- Effective verbal and written communication skills.
- Exhibit respect and understanding of others to maintain
professional relationships.
- Independent judgement in evaluation options to make sound
decisions.
- In office/open office environment with the ability to work
effectively surrounded by moderate noise.Hybrid Work
EnvironmentAARP observes Mondays and Fridays as remote workdays,
except for essential functions. Remote work can only be done within
the United States and its territories.Compensation and BenefitsAARP
offers a competitive compensation and benefits package including 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 and tuition
reimbursement.Equal Employment OpportunityAARP 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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Keywords: OATS, Potomac , Customer Experience Manager, Executive , Washington, Maryland
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