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.
- 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.
- 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.
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.
http://careers.aarp.org/ShowJob/Id/1474000/Sr-Advisor,-AARPx-(Experience)-Design/