Plans, implements, and promotes training, coaching, and adoption opportunities that embed customer experience (CX) practices, tools, and processes into day-to-day business operations and empowers teams to self-manage CX optimization. Builds strong consumer relationships, delivers consumer-centric solutions, builds partnerships, and works collaboratively with others to meet shared objectives. Supports the team in training and employee-skills building, particularly with developing consumer journeys and building and implementing marketing policies that support communications governance. Ensures that business units will evolve from having a consumer mindset to knowing the consumer experience tools and resources that will ensure the consumer is at the center of work.
- Coordinates and manages project work for the team.
- Prepares and delivers content, presentations, reports, and events to drive the socialization of projects.
- Captures data and metrics to demonstrate progress on project work. Tracks outputs and outcomes on dashboards and develops updates for colleagues and leadership.
- Communicates best practices, research findings, and metrics to engage decision makers.
- Schedules and manages calendars for meetings and workshops.
- Supports management of vendor contracts and staff.
- Schedules, promotes, and manages training and workshop delivery.
- Develops and manages relationships with specific business units and teams (clients) to cultivate the adoption of CX practices.
- Coordinated regular feedback loops with CX clients and leadership to ensure needs, priorities, and other factors are met.
- Develops and builds programs that bring the appropriate customer experience tools and mindset to business units.
- Consult with business units to understand existing level of customer experience competency and needs, then creates an enablement approach to address those needs.
- Works within the team to bring skills and expertise to business units in an organized fashion.
- Acts as an additional contact under the team/project lead for internal stakeholders. Demonstrates the ability to work across projects with minimal support.
- 5+ years of professional experience within a customer-focused organization. Experience in human-centered design, design thinking, and/or lean startup for experience design, applying CX tools, such as journey mapping, co-creation, or other related discipline. Experience developing and building programs to bring about positive change in individuals and teams over time, such as change management, coaching, certification development, or related area, a plus.
- 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, and passionately advocates and articulates opinions, 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.