AARPx (Experience) Voice Of Customer (VOC) Insights Advisor

This position will report to the Director, Listening Programs, AARPx and will be charged with:

• The position will use the Clarabridge text analytic platform to build models, conduct categorizations, and perform sentiment analysis. It will do so using voice of the customer data from multiple feedback sources, including email, voice call transcriptions, social media and surveys to discover opportunities for customer experience improvements.
• 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 to guide effective decision making.
• 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. 
• The position will schedule and manage audits and implement best practices for tool optimization.
• The position will manage the day-to-day relationship with Clarabridge concerning feedback sources and tool dependability.
• The position will oversee analysts’ work (audits, tuning, and filters) in the Clarabridge text analytics tool.

Detailed Responsibilities:

• 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.