Enterprise Holdings Experience Analyst - Customer Experience in St. Louis, Missouri
The Customer Experience team is growing in order to support EHI's strategic objective to create an unmatched customer experience. By listening to and designing for our customers, we will partner with Product, IT, Marketing and Operations teams to deliver a low touch, frictionless rental process, ensuring the principles of personalization, empathy, control and transparency are reflected in our service delivery. There is an opportunity to deepen and broaden the feedback measurement and management approach—capturing data across channels and attaching metrics to moments that matter throughout the customer journey.
The Experience Analyst is responsible for collecting, analyzing and interpreting listening post data and feedback results that will guide and support technology, operational, and business decisions. This role creates research programs and then synthesizes customer and employee data to develop insights. Additionally, the Experience Analyst will measure and evaluate feedback from structured and unstructured sources (including digital and social campaigns) as it pertains to the moments that matter in the customer journey.
Enterprise Holdings Inc. and its affiliate Enterprise Fleet Management together offer a total transportation solution. Combined, these businesses – which include extensive car rental and carsharing services, truck rental, corporate fleet management and retail car sales – accounted for $25.9 billion in revenue and operated more than 2 million vehicles in fiscal year 2019.
Enterprise Holdings – through its integrated global network of independent regional subsidiaries and franchises – operates the Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car brands at more than 10,000 fully staffed neighborhood and airport locations in 100 countries and territories throughout the world.
This position is located at our Corporate Headquarters in Clayton, MO.
As you are considering a position with Enterprise Holdings, we invite you to learn more about our business. Today – and every day – the safety and wellbeing of employees, customers and the communities we serve is our top priority. For the latest on our COVID-19 response, please click here.
Manage research programs (both qualitative and quantitative) including preparation of research briefs, management of timelines, budgets and research partners.
Create research studies designed to inform business objectives and answer strategic leadership questions (e.g. surveys, intercept polls, interview guides).
Write coherent, concise and unbiased research questionnaires and discussion guides
Deliver insights based on solid research design and analysis via dashboards and reports which allow executives to quickly and easily draw conclusions
Stay current in offerings from technology and research companies and make recommendations as it pertains to vendor selection
Keep up to date on all relevant client, industry and market developments
Create a comprehensive understanding of customer and employee sentiment across multiple sources (e.g. digital and social media) and integrate results with other key metrics to determine customer pain points in the journey
Equal Opportunity Employer/Disability/Veterans
Bachelor’s Degree (Marketing, Market Research, or related field preferred)
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
Three (3+) or more years of related experience, preferably in Voice of Customer / Customer Experience research
Three (3+) or more years of previous experience working with quantitative data and analysis and knowledge of basic statistics
Three (3+) or more years of basic statistical knowledge and competent proficiency in research software, examples include: Qualtrics, InMoment, Tableau
Previous experience in analyzing and presenting findings from qualitative research
Previous experience preparing and giving presentations
Experience with social media management and measurement
Planning and Organizing