The VoC Insights, Advisor will be responsible for managing the identification, analysis and reporting of data and processes associated with the VoC program in order to generate actionable insights that drive customer experience improvements and build customer satisfaction and loyalty at AARP.
Significant focus will be on managing the Clarabridge text analytics platform, including data movement between AARP and Clarabridge, implementation of new data feeds, and oversight of categorization models & data integrity.
This position will report to the Director, VoC Insights, AARP Experience and will oversee the work of analysts working within AARP’s text analytics tool.
- Manages and analyzes voice of the customer data to better understand member delights and pain points and to identify root cause of member feedback
- Generates compelling reports from VoC insights that highlight potential process improvement opportunities and other strategic and actionable business recommendations
- Partners with internal stakeholders to better understand their business goals and objectives and translates VoC data into actionable insights/recommendations to improve those businesses
- Understands the Clarabridge platform to guide categorization, text analysis, sentiment tuning, dashboard development, and reporting
- Manages the pipeline of new channels and data feeds into the VoC program (Call Center, Email, Social Media, etc.)
- Ensures data integrity and accuracy of the Clarabridge text analytics system
- Recommends new and innovative types of analysis that provide greater insights into customer wants, desires and pain points
- Assists with communicating and socializing VoC insights, reports and learnings across the Association
- Manages the relationships between VOC and external partners/vendors
- Partners with business units to successfully implement an outside-in approach to designing optimal experiences for issues identified from VoC insights and reports.
- Clarabridge Certification; Skilled hands-on user of the Clarabridge text/sentiment analytics platform
- Experience analyzing VoC findings to identify actions that improve customer experience
- Knowledge of VoC best practices, latest thinking and innovations
- 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
- Skilled in building strategic and collaborative relationships with a variety of stakeholders
- Ability to work effectively with all levels of the organization, including executive level
- Ability to identify and tell a story using data
- Ability to influence without having direct reporting authority
- Experience managing change and transition initiatives
- Critical Competencies for this position:
- Project management
- Facilitating change
- Gaining commitment
- Communication and presentation skills
- Advanced Microsoft Excel and PowerPoint proficiency
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.