VP, Consumer

Position: VP, Consumer Experience
OverviewAARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal fulfillment. AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name.

As a trusted source for news and information, AARP produces the nation's largest-circulation publications, OverviewAARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal fulfillment.

AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name.

As a trusted source for news and information, AARP produces the nation's largest-circulation publications, AARP The Magazine and the AARP Bulletin. The Vice President of Consumer Experience is responsible for shaping and executing the consumer experience strategy across the enterprise by shifting from fragmented touchpoints to integrated, issue-based journeys grounded in real consumer needs. Partnering closely with the Consumer Insights and Research teams in PRI, this role will establish experience standards, ensure simplicity and ease across all interactions, and oversee the development of holistic content experiences that combine editorial, tools, services, and benefits into cohesive solutions. Collaborates with senior leadership to ensure the consumer experience team is developing long-term goals and strategic plans to ensure consumer experience expectations are met and exceeded, positioning the enterprise for success.
Responsibilities

• Owns the design and definition of end-to-end consumer experiences, ensuring the alignment of the strategy and target market and demographics.
• Turns consumer trends, patterns and adoption signals into clear recommendations for enterprise consideration and influence.
• Builds and maintains strong stakeholder relationships to collaborate with various departments to ensure alignment in delivering a seamless consumer experience.
• Defines the experience architecture that campaigns activate, ensuring all marketing efforts connect to meaningful, actionable consumer journeys.
• Applies established Experience frameworks, including growth audience strategy, journey design, orchestration, and learning, to real business challenges, ensuring strategies are connected, actionable, and consistently carried through planning, activation, and optimization.
• Defines and advances the enterprise’s customer experience maturity roadmap, guiding phased progress as internal capabilities strengthen and external expectations evolve.
• Accountable for ensuring experiences are implemented as designed in partnership with other stakeholders across the enterprise to enhance the consumer experience streamline processes and drive efficiency.

Qualifications

• Bachelor's degree in Marketing, Business, Consumer Experience, Human-Centered Design, Communications, or a related field; advanced degree preferred.
• 10+ years of progressive experience in consumer experience (CX), customer experience, journey strategy, experience design, marketing strategy, digital experience, or related disciplines, including leadership responsibility for enterprise-wide…