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Job Title:
Sr Advisor, AARPx (Experience) Design
Job ID:
12459474
Job Function:
Experienced
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Job Category:
Marketing & Communications
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 and Marketing 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. 


Summary Statement

This position reports to the Director, AARPx Design. 

The Sr Advisor, AARPx Design will be responsible for defining, driving and supporting key AARPx Design initiatives and projects.  Additionally, this person will be responsible for enterprise-wide socializing, influencing and implementing customer experience best practices (e.g. Journey Mapping, Customer Insights and Validation, Ideation, and storytelling). They will lead cross channel experience design projects, facilitate working sessions and produce high quality final deliverables to support the execution of key experience opportunities.

The Sr Advisor will also be relied on for thought leadership in the space of Customer Experience. This person will be required to manage projects with a balance between expansive/design thinking and business acumen, to ensure project outputs meet the needs of the customer, while also answering business/organizational needs.


Responsibilities

Key responsibilities include:

  • Lead large, cross-functional projects strategically and independently.  This includes providing thought leadership on project framing and outputs, producing high-quality deliverables, and composing and delivering clear and concise communications—in person and otherwise—to relevant stakeholders at the right times.
  • Lead the design of innovative, elegant, and optimal customer experiences, applying experience design tools such as journey mapping, contextual interviews, experience scans, ideation sessions and co-creation.
  • Develop iterative test plans to define and validate minimum viable experiences, leading development of balanced score cards for each project, to measure impact to customer experience and business/association goals.
  • Champion customer/member-centric design thinking approach across organization, gaining buy-in from colleagues, and sharing successful CX stories across the organization.
  • Collaborate with AARPx colleagues to align all groups (Strategy and Governance, Implementation, and Listening) around project objectives, approaches, plans, and outputs.
  • Provide consultative CX services, when necessary, to projects outside of AARPx, acting as a key stakeholder in the development of new products, tactics, and programs across AARP.
  • Produce elegant, concise socialization materials to communicate work product effectively to senior leadership and beyond
  • Oversee vendor contracts, work products, and budgets effectively and efficiently.

Requirements

  • BA, in business, marketing, or design. MBA preferred.
  • The ideal candidate should have 6+ years of professional experience within a customer -focused organization.
  • Proven results in creating products, tactics and/or programs that improve customer experience across all touch points, business units and technologies. 
  • Demonstrated ability to measure and communicate/socialize impact of work product .
  • A self-starter with ability to quickly take on new projects with varied subject matters and balance multiple projects and priorities.
  • Team oriented, collaborative, that passionately advocates and articulates her/his opinion while maintaining flexibility to incorporate others point of views.
  • The successful candidate must possess strong leadership, collaboration, vendor management, communication, executive presence and presentation skills.
  • Preferred proven experience in a Fortune 500 company leading cross organizational projects.  Ideally has led customer centric design projects applying CX (Customer Experience) tools such as journey mapping and co-creation.

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.


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