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 Bulletin.
Integrated Communications is a multimedia, service-focused communications operation that leads in shaping the impression of AARP by providing communications planning, support and execution for AARP’s strategic business units. The AARPx group is charged with ensuring the voice of our members is amplified, taken to action, to ensure an effortless experience across all channels within the journey.
The primary responsibility of the AARP Experience (AARPx) VoC Insights Business Analyst: is to analyze Voice of Customer (VoC) data to uncover insightful findings and transform them into actionable insights for the organization. It will use a text analytic platform to build models, conduct categorizations, and sentiment analysis to analyze VoC data from multiple feedback sources, including email, voice call transcriptions, social media and surveys to discover opportunities for customer experience improvements.
The position will report to the Director, AARPx Listening Programs and will be 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 that 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.
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.