AARP AARPx Customer Experience Advisor Salary in the United States

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. 

Reporting to the Experience Design Director, the Customer Experience Advisor will support the enablement of journey management capabilities within the organization through iterative testing, measurement of member journeys, and development of a journey framework. As AARP seeks to manage key customer journeys using various customer analytics, insights gathering, and artificial intelligence capabilities, the Customer Experience Advisor will manage across the entire organization to ensure all of these elements are in place.

• Help design and operationalize member journeys, with a specific focus on data elements needed to operationalize the experience
• Partnering with technology, data and marketing teams to execute and launch journeys
• Help define metrics for journey measurement and identify methods for necessary data capture
• Assess trends and insights, simultaneously across multiple customer journeys, using multiple data sets; synthesizes direct and indirect data into cohesive, actionable recommendations for internal teams.
• Participate and advise on iterative tests designed to optimize journey touchpoints
• Become a subject matter expert in technologies required to manage and maintain journeys
• Participate in creating, socializing, and implementing journey management framework, change roadmap, and journey prioritization criteria
• Coordinate and manage project work for AARPx Enablement team
• Prepare and deliver content, presentations, reports and events to drive the socialization of AARPx's projects
• Support management of vendor contracts and staff
• Act as an additional contact under the team/project lead for internal stakeholders, working across projects with minimal support.

• BA/BS degree required; MBA, or graduate degree in design, consumer research or similar, a plus
• 5+ years of professional experience within a customer-focused organization;
• Experience preferred in managing multiple customer facing communication strategies or marketing campaigns, human-centered design, design thinking, applying customer experience tools such as journey mapping and co-creation
• Ability to manage multiple projects at once, and deliver professional work-product promptly and on-deadline
• Ability to work and build relationships in a cross-matrix organization is essential
• Adaptability and entrepreneurship are important
• Excellent collaboration and relationship-building skills
• Excellent communication skills both oral and written; ability to produce high quality reports and presentations (PowerPoint)
• Highly self-motivated, team-oriented, collaborative, that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views
• Preferred proven experience in a Fortune 500 company leading cross organizational projects

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.