This position reports to the Director, AARPx Design.
The Experience Design Analyst will be responsible for helping drive and support key AARPx Design initiatives and projects. Additionally, this person will be hands-on in socializing, influencing and implementing customer experience best practices (e.g. Journey Mapping, Customer Insights and Validation, Ideation, and storytelling). They will partner with AARPx stakeholders to manage quick-win experience design projects, and support larger design project initiatives. This person will also support the AARPx design team and the broader AARPx group communication strategies and alignment.
- Support and/or co-lead the design of new and improved customer experiences, specifically focused on quick-wins, working with cross-functional teams to improve member pain points, and enhance delight.
- Apply experience design tools such as journey mapping, contextual interviews, experience scans, ideation sessions and co-creation, to develop optimal experiences.
- Support AARPx design team members on larger scale design projects.
- Support all AARPx design team communication deliverables, to ensure consistency and quality in outward facing deliverables.
- Oversee vendor contracts, work products, and budgets for specific projects.
- Provide support in facilitation of CX-related workshops and training (i.e. Journey mapping, ideation, consumer labs etc)
- 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.
- Oversee vendor contracts, work products, and budgets effectively and efficiently.
- The ideal candidate should have 3+ 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 experience design. Ideally has led customer centric design projects applying CX 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.