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AARPx Experience VoC Advisor

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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.


The VoC Insights, Advisor will be responsible for managing the identification,

analysis and reporting of data and processes associated with the VoC program in

order to generate actionable insights that drive customer experience

improvements and build customer satisfaction and loyalty at AARP.

Significant focus will be on managing the Clarabridge text analytics platform,

including data movement between AARP and Clarabridge, implementation of new

data feeds, and oversight of categorization models & data integrity.

This position will report to the Director, VoC Insights, AARP Experience and

will possibly oversee the work of analysts working within AARP s text

analytics tool.


Primary responsibilities include:

1. Manages and analyzes voice of the customer data to better understand

member delights and pain points and to identify root cause of member


2. Generates compelling reports from VoC insights that highlight potential

process improvement opportunities and other strategic and actionable

business recommendations

3. Partners with internal stakeholders to better understand their business

goals and objectives and translates VoC data into actionable insights/

recommendations to improve those businesses

4. Understands the Clarabridge platform to guide categorization, text

analysis, sentiment tuning, dashboard development, and reporting

5. Manages the pipeline of new channels and data feeds into the VoC program

(Call Center, Email, Social Media, etc.)

6. Ensures data integrity and accuracy of the Clarabridge text analytics


7. Recommends new and innovative types of analysis that provide greater

insights into customer wants, desires and pain points

8. Assists with communicating and socializing VoC insights, reports and

learnings across the Association

9. Manages the relationships between VOC and external partners/vendors

10. Partners with business units to successfully implement an outside-in

approach to designing optimal experiences for issues identified from VoC

insights and reports.


* Bachelor s degree and 5+ years of experience in data analytics, customer

experience and/or market research

* Clarabridge Certification preferred; Skilled hands-on user of the

Clarabridge text/sentiment analytics platform, also preferred

* Experience analyzing VoC findings to identify actions that improve

customer experience

* Knowledge of VoC best practices, latest thinking and innovations

* Ability to understand technical aspects of products and aptitude for

working with IT professionals to integrate various data sets and


* Ability to manage multiple tasks simultaneously within a continually

changing environment

* Excellent problem solving skills and ability to navigate challenging


* Skilled in building strategic and collaborative relationships with a

variety of stakeholders

* Ability to work effectively with all levels of the organization,

including executive level

* Ability to identify and tell a story using data

* Ability to influence without having direct reporting authority

* Experience managing change and transition initiatives

* Critical Competencies for this position:

o Project management

o Facilitating change

o Gaining commitment

o Communication and presentation skills

o Advanced Microsoft Excel and PowerPoint proficiency

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.


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