The VOC Senior Advisor is a voice of the customer subject matter expert responsible for managing the collection, analysis and reporting of unstructured member/50+ data. As part of this responsibility, the role will oversee analysts who use a text analytics platform to develop VOC insights and reports that drive customer experience improvements and build customer satisfaction and loyalty at AARP.
Important to this role is the collaboration with the other AARPx functions—Metrics, Strategy, Design and Implementation—to share VOC insights and reports that would impact measuring, prioritization, development, and execution of CX improvement initiatives.
The role will also work with business units to solution “quick” fixes for CX issues identified through VOC analysis.
This position will report to the Director, VOC Insights, AARPx and will oversee the work of analysts working within AARP’s text analytics tool.
- Manages the analysis of voice of the customer data to better understand member delights and pain points and to identify root cause of member feedback.
- Works with a team of analysts to develop compelling reports 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 offer strategic counsel regarding VOC and CX best practices.
- Understands the Clarabridge platform to guide team’s analysts in categorization, text analytics, sentiment tuning, dashboard development, and reporting.
- Oversees the pipeline of new channels and data feeds into the VOC program (Call Center, Email, Social Media, etc.).
- Oversees data integrity and accuracy of the Clarabridge text analytics system.
- Oversees the work of analysts to ensure that reports align to AARP stakeholder’s objectives.
- Conducts regular one-on-one meetings to assign, manage and review individual employee work.
- Organizes team meetings to ensure that analysts are up-to-speed on new Clarabridge releases, that tool features are being optimized and used correctly, and share VOC and tool best practices.
- Recommends new and innovative types of analysis that provide greater insights into customer wants, desires and pain points.
- Communicates and socializes VOC insights, reports and learnings across the Association. This may include facilitating road shows, training sessions, and other support for staff education, adoption and understanding of VOC offerings and tools.
- Collaborates with other AARPx programs to help create a customer-centric AARP culture and embed CX discipline and tools within the Association.
- Harmonizes many moving parts of complex projects, including VOC channel implementations, VOC business unit management support, staff education road shows, etc.
- Represents AARP at industry conferences as VOC subject matter expert.
- Partners with business units to successfully implement an outside-in approach to designing optimal experiences for issues identified from VOC insights and reports.
- Understand text analytics and experience analyzing VOC findings to identify actions that improve customer experience
- Coach, mentor, and supervise analysts in working with text analytics platform and developing insights reports
- Knowledge of VOC and CX best practices, latest thinking and innovations
- 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:
- Relationship management
- Project management
- Strategic thinking
- Decision making
- Facilitating change
- Gaining commitment
- Advanced communication and presentation skills
- Advanced Microsoft Excel and advanced PowerPoint proficiency preferred
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.