Consumer Care Digital Channel Intern

Overview

AARP 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 .

AARP's Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.

Our Consumer Care Help Network team is looking for you! Our team drives the AARP Help Center (help.aarp.org), where AARP consumers go online to seek help from AARP. As AARP's service channels continue to mature and grow to meet our members where they are, the portfolio of self-help channels extends to multiple service chatbots, help videos, and tutorials, with online help content delivery at its core. If you want to learn from an energetic team of professionals, apply now for this incredible opportunity!

As an intern, you will apply strategic, analytical, and creative thinking to solve challenging issues our members face when they seek help from AARP. You will gain a variety of experiences within the Consumer Care team as you participate in dedicated tasks to help grow the adoption of our digital help channels. You could conduct user experience research, analyze performance metrics, train chatbots, or prepare promotional materials and presentations on any given day. In addition, you may use your writing and editing skills to assist in designing a conversation for our consumer-facing chatbots. You will gain experience in digital communications, conversation design, customer care, AI (predictive and generative AI), product development, and customer experience. We'll challenge you to think and work in new ways. We are committed to your growth and will cultivate your continued learning and development. This paid internship has an anticipated start date of Fall 2024, with the possibility of extending additional semesters.

Responsibilities

• Apply innovative thinking and problem-solving to challenges
• Participate in design thinking and journey management sessions
• Contribute to data analyses and reporting of findings
• Monitor and analyze performance metrics to help define future product features
• Conduct user research and gather feedback to improve chatbot interactions
• Stay updated on the latest chatbot trends and best practices
• Assist in training AI conversational chatbots in conversation design and technology
• Craft creative, user-friendly chatbot conversations
• Draft promotional material

Qualifications

• Pursuing a degree in English, linguistics, human-computer interaction, journalism, or related fields
• Prospective interns must be currently enrolled in a degree program at an accredited college or university; be considered rising undergraduate juniors or seniors, graduate students, or post-doctoral students; and remain academically enrolled throughout the internship
• AARP also considers non-traditional interns looking to re-enter the workforce or change careers. This may include those who have previously graduated from college and enrolled in a continuing education program
• Must be a self-starter and adaptable
• Ability to manage multiple projects, anticipate project needs, and discern work priorities
• Strong writing and editing skills, with attention to detail
• Creative mindset with the ability to think from the user's perspective
• Basic understanding of chatbots and artificial intelligence; chatbot or LLM experience a plus but not necessary
• Familiarity with user research methods and data analysis is a plus

AARP will not sponsor an employment visa for this position at this time.

Additional Requirements

• Regular and reliable job attendance
• Exhibit respect and understanding of others to maintain professional relationships
• 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

The hourly range is $18 for undergraduates, $21 for graduate students, and $28 for Ph.D. candidates. Internships are non-exempt positions and are not eligible for employee benefits.

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.