Jobs
>
Washington, D.C.

    Customer Experience Manager - Washington D.C., United States - AARP

    AARP
    AARP Washington D.C., United States

    1 month ago

    Default job background
    Full time
    Description
    Overview

    AARP 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 security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and 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 ideally in a strategy or other related discipline and 5+ years of experience in design consulting, data analytics consulting, strategy consulting or customer experience consulting.
  • Experience creating and testing prototypes a plus.
  • Background in data analytics. Tableau and Adobe Analytics knowledge preferred. SQL, R and Python are a plus.
  • Experience with digital tagging or tracking strategies, human-centered design experience, CX analytics, journey analytics and market research a plus.
  • Demonstrated ability to work independently across projects. Carries projects forward with limited thought-leadership support from management.
  • Proven results in creating projects, tactics, and/or programs that improve customer experience across touchpoints, business units, and technologies.
  • Experience in creating measurement strategies and gaining buy-in for strategy.
  • Certified Customer Experience Professional designation a plus.

    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

    Flexible Work Arrangement (FWA)

    AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

    Compensation and Benefits

    AARP 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 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.
  • Eversheds Sutherland

    Experience Manager

    1 week ago

    Eversheds Sutherland Washington, United States

    Job Description · Job DescriptionWe have an exciting opportunity for an Experience Manager in the Atlanta, Austin, Houston or Washington, DC office at Eversheds Sutherland (US) LLP. We are searching for someone who wants to be a valued contributor and member of a talented and dyn ...

  • CIPE

    User Experience Manager

    2 weeks ago

    CIPE Washington, United States

    Job Description · Job DescriptionThe Center for International Private Enterprise (CIPE) strengthens democracy around the world through private enterprise and market-oriented reform. CIPE is one of the four core institutes of the National Endowment for Democracy and is an affiliat ...

  • American Chemical Society

    Program Manager, Student Experiences

    4 weeks ago

    American Chemical Society Washington, United States

    Division and Unit Overview · The mission of the ACS Education Division is to serve learners and educators by building communities and providing effective chemistry education products, services, and information. The Division provides programs and services for teachers and students ...

  • Maania Consultancy Services

    Proposal Manager with Federal experience

    2 weeks ago

    Maania Consultancy Services Washington, United States

    Job Description · Job DescriptionMinimum of 4 years of experience as a Proposal Manager with federal, state and/or local government solicitation processes required; experience with GSA preferred. · Minimum 3 years of experience at an AEC (Architecture, Engineering, and Constructi ...

  • Sodexo

    Patient Experience Manager 2

    1 day ago

    Sodexo ARLINGTON, United States Full time

    Unit Description: Let your passion for people be the driver of your success at Sodexo. Through your leadership, your team will make a real impact every day. · If you have extensive management experience in a healthcare environment- you are encouraged to apply now · Sodexo is se ...

  • Trusted Advisors

    SAP Project Manager avec 8 ans d'experience

    2 weeks ago

    Trusted Advisors Washington, United States

    Job Description · Job DescriptionNotre entreprise recherche un(e) Chef de projet SAP hautement motivé(e) pour rejoindre les équipes d'une multinationale basée au Maroc (Industrie FCMG). · Type de contrat: Freelance · Durée: 3 mois renouvelable (visibilité du projet sur plus de ...

  • AARP

    Customer Experience Manager

    2 weeks ago

    AARP Washington D.C., United States Full time

    Overview · AARP 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 A ...

  • National Geographic Society

    Project Manager, Experiences

    3 weeks ago

    National Geographic Society Washington, United States

    How You'll Contribute · Reporting to the Director of Project Management (Exhibits & Experiences), the Project Manager, Experiences will be a part of the team responsible for National Geographic Society's $300 million renovation project of the headquarters in Washington, D.C., cre ...

  • Industrious

    Member Experience Manager

    3 weeks ago

    Industrious Washington, United States

    **About the Company**: · Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what make ...

  • AARP

    Customer Experience Manager

    2 weeks ago

    AARP Washington, United States

    Overview: · AARP 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 ...

  • CAVA

    Guest Experience Manager

    3 weeks ago

    CAVA Washington, United States

    Guest Experience Manager(Hourly Manager) · At CAVA, we make it deliciously simple to eat well and feel good every day. We are guided by a Mediterranean heritage that's been perfecting how to eat and live for four thousand years. We prioritize authenticity, curiosity and the purs ...

  • Reingold Inc

    Adobe Experience Manager

    1 day ago

    Reingold Inc Alexandria, United States

    Job Description · Job Description · Reingold is hiring an Adobe Experience Manager (AEM) developer to join a growing team of Adobe Experience Cloud experts. We need someone who's a hands-on project coordinator, a self-motivated team player, a techspeak translator, and a brainiac ...

  • Water Environment Federation

    Manager, Member Experience

    3 days ago

    Water Environment Federation Alexandria, United States

    Water Environment Federation WEF · How This Position Contributes To The Team · The Manager, Member Experience is a key player in operationalizing WEF's Strategic Plan to deliver a best-in-class member experience . Reporting to the Director of Recruitment and Retention, this rol ...

  • Vie Management

    Guest Experience Manager

    2 weeks ago

    Vie Management Hyattsville, United States

    Job Description · Job DescriptionSalary: · Vie Towers is seeking a talented Guest Experience Manager (Assistant Manager) in Hyattsville, MD · Who we are – · Vie offers an environment where our employee's ideas are not only heard but implemented. We offer a team-based and struc ...

  • American Society Of Landscape Architects

    Award Winning Firm is searching for a Landscape Architect with project management experience

    6 days ago

    American Society Of Landscape Architects Washington, United States

    Description: · Lee and Associates, is adesign-driven studio comprised of enthusiastic landscape architects, plannersand urban designers located in Washington, Our 38 years of award winning local and globalwork consists of a variety of project types and clients. The scale of our ...

  • Marriott International Inc

    Event Experience Manager

    3 days ago

    Marriott International Inc Oxon Hill, United States

    Job Description · JOB SUMMARY · Manages the execution of all aspects of events to include planning, day to day coordination and exit strategies. Serves as meeting planning advocate and liaison to all operational departments. Verifies on-site delivery of hotel products and servic ...

  • Marriott International Inc

    Event Experience Manager

    4 days ago

    Marriott International Inc Oxon Hill, United States

    Job Number · Job Category Event Management · Location Gaylord National Resort & Convention Center, 201 Waterfront Street, National Harbor, Maryland, United States VIEW ON MAP · Schedule Full-Time · Located Remotely? N · Relocation? N · Position Type Management · JOB SUMMAR ...

  • Marriott

    Event Experience Manager

    4 days ago

    Marriott Oxon Hill, United States

    Job Number · Job Category Event Management · Location Gaylord National Resort & Convention Center, 201 Waterfront Street, National Harbor, Maryland, United States · Schedule Full-Time · Located Remotely? N · Relocation? N · Position Type Management · JOB SUMMARY · Manages the ex ...

  • Marriott

    Event Experience Manager

    3 days ago

    Marriott Oxon Hill, United States

    Job Number · Job Category Event Management · Location Gaylord National Resort & Convention Center, 201 Waterfront Street, National Harbor, Maryland, United States · Schedule Full-Time · Located Remotely? N · Relocation? N · Position Type Management · JOB SUMMARY · Manages ...

  • Marriott International Inc

    Event Experience Manager

    3 days ago

    Marriott International Inc Oxon Hill, United States

    Job Number · Job Category Event Management · Location Gaylord National Resort & Convention Center, 201 Waterfront Street, National Harbor, Maryland, United States VIEW ON MAP · Schedule Full-Time · Located Remotely? N · Relocation? N · Position Type Management · JOB SUMMAR ...