AARPx Experience VoC Analyst

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 primary responsibility of the Experience VoC Analyst is to analyze voice of the customer data for insightful findings and transform them into actionable insights for the organization.

The position will use a text analytic platform to build models, conduct categorizations, and perform sentiment analysis. It will do so using voice of the customer data from multiple feedback sources, including email, voice call transcriptions, social media and surveys to discover opportunities for customer experience improvements.

This position reports to the Director, VoC Insights, AARP Experience and is charged with:

Insight Reporting.  The position will utilize the Clarabridge text analytics platform to conduct text, sentiment, and root cause analyses to answer business questions and produce stories that reveal key insights into consumer experience. It will also provide internal business partners with insights reports and dashboards to guide effective decision making.

Data Management.  The position will provide text data oversight, including the movement of unstructured data between AARP/Clarabridge/Partners and manage the implementation of new VoC feedback sources.  The position will also be responsible for ensuring the integrity and accuracy of text data in the tool through regular sentiment tuning, categorization audits and model maintenance.

Tool Management. The position will manage the day-to-day relationship with Clarabridge concerning feedback sources and tool dependability.

Primary responsibilities include:

1. Build and maintain VoC categorization models
2. Perform basic and advanced sentiment tuning on text data
3. Conduct categorization and sentiment audit analysis
4. Conduct VoC data analysis and interpretation
5. Ensure VoC data integrity and accuracy
6. Develop insights reports and dashboards
7. Incorporate advanced text analytics into customer insights and properly package business insights and findings for consumption
8. Succinctly communicate the findings and insights with proper verification and validation techniques
9. Use best practices around categorization, sentiment and insights principles
10. Implement and manage pipeline of new channels and data feeds
11. Identify early warning signals and opportunistic approaches from insights gathered
12. Assists with communicating and socializing VoC insights, reports and learnings across the Association
13. Manages the relationships between VoC and external partners/vendors.

• Bachelor's degree in Statistics, Analytics, Economics, Data Science or comparable
• 2+ years of experience with text analytics and analyzing Voice of the Customer (VoC) findings to identify actions that improve customer experience
• 2+ years of text analytic experience; experience with predictive modeling
• 2+ years of experience with Business Intelligence and/or Data Mining Tools (MicroStrategy, SAS, SPSS)
• 2+ years of experience with the Clarabridge Text Analytics Platform or similar product
• Ability to understand technical aspects of products and aptitude for working with IT professionals to integrate various data sets and platforms
• Ability to manage multiple tasks simultaneously within a continually changing environment
• Excellent problem solving skills and ability to navigate challenging situations
• Ability to identify and tell a story using data
• Strong written, analytical and verbal communication skills
• Advanced proficiency with MS Excel and PowerPoint
• Customer experience and loyalty background a plus
• Preferred requirement for this position:  Text Analytics Platform certification

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.

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.