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Job Title:
VoC Insights Analyst
Job ID:
12458962
Job Function:
Experienced
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Job Category:
Data Analytics
Location:
Washington, DC US
Business Unit:
Int Communications & Marketing
City:
Washington
Business Unit Description

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. 



Summary Statement

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.



Responsibilities

  • Build and maintain VoC data categorization models
  • Perform basic and advanced sentiment tuning
  • Conduct categorization and sentiment audit analysis
  • Conduct VoC data analysis and interpretation
  • Ensure VoC data integrity and accuracy
  • Develop insights reports and dashboards
  • Incorporate advanced text analytics into customer insights and properly package business insights and findings for consumption
  • Succinctly communicate the findings and insights with proper verification and validation techniques
  • Use best practices around categorization, sentiment and insights principles
  • Implement and manage pipeline of new channels and data feeds
  • Identify early warning signals and opportunistic approaches from insights gathered
  • Manage internal groups and vendors to troubleshoot and provide issue resolution on text analytics data.


Requirements

  • 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, or 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



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.

 

*LI-EH



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