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AARPx VoC Senior Advisor
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126948
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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.

Summary

The VOC Senior Advisor is a voice of the customer subject matter expert

responsible for managing the collection, analysis and reporting of unstructured

member/50+ data. As part of this responsibility, the role will oversee

analysts who use a text analytics platform to develop VOC insights and reports

that drive customer experience improvements and build customer satisfaction and

loyalty at AARP.

Important to this role is the collaboration with the other AARPx

functionsMetrics, Strategy, Design and Implementationto share VOC

insights and reports that would impact measuring, prioritization, development,

and execution of CX improvement initiatives.

The role will also work with business units to solution quick fixes

CX issues identified through VOC analysis.

This position will report to the Director, VOC Insights, AARPx and will oversee

the work of analysts working within AARP s text analytics tool.

Responsibilities

Primary responsibilities include:

1. Manages the analysis of voice of the customer data to better understand

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

feedback.

2. Works with a team of analysts to develop compelling reports 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 offer strategic counsel regarding VOC and CX

best practices.

4. Understands the Clarabridge platform to guide team s analysts in

categorization, text analytics, sentiment tuning, dashboard development,

and reporting.

5. Oversees the pipeline of new channels and data feeds into the VOC program

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

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

system.

7. Oversees the work of analysts to ensure that reports align to AARP

stakeholder s objectives.

8. Conducts regular one-on-one meetings to assign, manage and review

individual employee work.

9. Organizes team meetings to ensure that analysts are up-to-speed on new

Clarabridge releases, that tool features are being optimized and used

correctly, and share VOC and tool best practices.

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

insights into customer wants, desires and pain points.

11. Communicates and socializes VOC insights, reports and learnings across

the Association. This may include facilitating road shows, training

sessions, and other support for staff education, adoption and

understanding of VOC offerings and tools.

12. Collaborates with other AARPx programs to help create a customer-centric

AARP culture and embed CX discipline and tools within the Association.

13. Harmonizes many moving parts of complex projects, including VOC channel

implementations, VOC business unit management support, staff education

road shows, etc.

14. Represents AARP at industry conferences as VOC subject matter expert.

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

approach to designing optimal experiences for issues identified from VOC

insights and reports.

Requirements

* Bachelor s degree and 8 years of experience in data/text analytics,

customer experience and/or market research. MBA preferred.

* Understand text analytics and experience analyzing VOC findings to

identify actions that improve customer experience

* Coach, mentor, and supervise analysts in working with text analytics

platform and developing insights reports

* Knowledge of VOC and CX best practices, latest thinking and innovations

* Ability to manage multiple tasks simultaneously within a continually

changing environment

* Excellent problem solving skills and ability to navigate challenging

situations

* 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 Relationship management

o Project management

o Strategic thinking

o Decision making

o Facilitating change

o Gaining commitment

o Advanced communication and presentation skills



o Advanced Microsoft Excel and advanced PowerPoint proficiency preferred

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.

AARP

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