User Experience Manager

AARP Services, Inc., founded in 1999, is a wholly-owned taxable subsidiary of AARP. AARP Services manages the provider relationships for and performs quality control oversight of the wide range of products and services that carry the AARP name and are made available by independent providers as benefits to AARP’s millions of members. The provider offers currently span health products, financial products, travel and leisure products, and life event services. Specific products include Medicare supplemental insurance; credit cards, auto and home, mobile home and motorcycle insurance, life insurance and annuities; member discounts on rental cars, cruises, vacation packages and lodging; special offers on technology and gifts; pharmacy services and legal services. AARP Services also engages in new product development activities for AARP and provides certain consulting services to outside companies.

The User Experience Manager is responsible for the end-to-end digital travel experience, overseeing the customer journey across content and booking platforms. This role leads digital experience strategy, product management, and optimization efforts across Adobe Experience Manager (AEM) and related digital products to deliver seamless customer experiences that drive engagement, bookings, revenue, and satisfaction. Working closely with internal stakeholders and external platform partners, the Director leverages customer insights, analytics, and business objectives to prioritize enhancements and continuously improve the travel and booking experience. 

• Owns the strategy, roadmap, and lifecycle management of assigned technical products and capabilities, ensuring alignment with portfolio priorities, member needs, and business objectives.
• Leads technical product discovery activities, leveraging member insights, data, stakeholder feedback, and market trends to identify opportunities for technical product enhancement and innovation.
• Partners with business stakeholders and cross-functional teams to define product goals, requirements, and success measures by effectively communicating technical product priorities, tradeoffs, progress, and outcomes.
• Prioritizes technical product enhancements and backlog items by balancing member value, business impact, technical feasibility, risk, and delivery considerations.
• Defines and maintains technical product requirements, user stories, acceptance criteria, and supporting documentation that enable effective delivery and execution.
• Monitors technical product performance and adoption metrics, identifying opportunities to improve technical product effectiveness, member experience, and business value.
• Leverages modern technical product management tools, analytics, and AI-enabled capabilities to improve product discovery, decision-making, productivity, and delivery outcomes.

• Bachelor's degree in Technology, Business, Human-Centered Design, Computer Science, Engineering, Information Systems, or a related field.
• 8+ years of progressive leadership experience in digital product management, digital experience platforms, UX, engineering, or technology delivery.
• Experience leading digital optimization initiatives, including customer journey analysis, funnel optimization, experimentation, personalization, and data-driven decision making.
• Experience managing Adobe Experience Manager (AEM) or comparable enterprise digital experience platforms.
• Experience overseeing external agencies, contractors, system integrators, and managed service providers.

Preferred:

• Experience with digital analytics, experimentation, personalization, and customer journey optimization.
• Knowledge of accessibility standards, SEO best practices, content governance, and digital compliance requirements.
• Experience in commercial environments, with travel experience a plus.

AARP will not sponsor an employment visa for this position.

Additional Requirements 

• Regular and reliable job attendance.
• Effective verbal and written communication skills.
• Exhibit respect and understanding of others to maintain professional relationships.
• Independent judgement in evaluation options to make sound decisions.
• In office/open office environment with the ability to work effectively surrounded by moderate noise.

Hybrid Work Environment

AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.