Enterprise Holdings Experience Design Lead in St. Louis, Missouri
About the Role
The Customer Experience Team is growing as the demand to create unmatched customer experiences for the organization increases. We partner with Product, IT, Marketing, and Operations and use outside-in customer and employee feedback, competitive intelligence, and design thinking methodologies to create, measure, and validate solutions that exceed expectations and deliver tangible business value.
The Experience Design Lead guides the design of experiences through developing prototypes, service design blueprints, UX and visual compositions representing the various interactions customers may take with a given product or service available to them at Enterprise Holdings. The Experience Design Lead performs design validation to ensure that solutions, services, and products are co-created in a useful, usable, and enjoyable manner for our customers and employees. The Experience Design Lead also leads and mentors Experience Design team members to achieve the best possible experience for every design project.
This position reports to our Customer Understanding Manager at our headquarters in St. Louis, MO. This position is available for remote work anywhere in the U.S.
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 nearly $22.5 billion in revenue and operated nearly 1.7 million vehicles in fiscal year 2020.
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 9,500 fully staffed neighborhood and airport locations in 100 countries and territories throughout the world.
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 (https://www.enterpriseholdings.com/en/customer-service/coronavirus-covid-19-update.html)
Build clickable prototypes from wireframes or visual comps in programs such as Figma, Adobe XD or Axure for in-field testing with customers.
Envision and communicate service concepts and ideas using methods & tools using experience maps, user journeys, service blueprints, diagrams, etc.
Demonstrate mastery and be able to coach team members on remote/in-lab/intercept and quantitative/qualitative design validation studies and other user research techniques.
Help evolve design practices and methods with Experience Design Director through education, advocacy, and thought leadership. Educate other teams about this discipline by writing articles, providing research support and staying current of industry developments and new Experience Design technologies.
Provide strategic guidance to Experience Design team members to lead engagements with external UX vendors and provide direction and guidance to produce useful and usable designs.
Assist Experience Design Director in recruitment efforts and application screening and interviewing process.
Conduct annual performance reviews, one on ones, professional mentoring and coaching of direct report(s) and assist them on their projects daily.
Lead the planning, design, and operations of experiments of new services and products at varying levels of fidelity in alignment with learning goals and the critical uncertainties around problem, solution and form of implementation
Collaborate closely with other teams within the customer experience department - customer understanding and strategy and planning – to plan, conduct, and synthesize design validation studies during the design process. Make successful strategic and tactical design recommendations based on usability findings and standard design practices.
Manage the complete cycle of Experience Design projects, to include requirements gathering, generating concepts to hi-fidelity designs; develop presentations and lead executive business and user feedback meetings & discussions
Equal Opportunity Employer/Disability/Veterans
Must have a Bachelor's Degree in New Media, HCI, Interaction Design, Service Design or related field
Must have seven (7) years of experience applying HCI methods to digital products and services for consumer and business applications and a solid understanding of web and mobile related technologies and design patterns
Must have seven (7) years of experience in service/experience design
Must be able to demonstrate UX and interaction design skills through a portfolio/documented work examples.
The ability to generate solid design ideas and a thorough understanding of HCD process is a must-have.
Must have one (1+) or more years of leading collaborative teams through human-centered design processes
Must have experience with graphic and digital design and prototyping tools such as Axure, Sketch, Figma, Adobe XD, HTML/CSS or similar
Must have experience with facilitating group collaboration workshops and in-market prototype testing with users
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
Working With a Team
Managing and Developing People
Planning and Organizing
Enterprise Holdings/Enterprise Rent-A-Car/Alamo Rent A Car and National Car Rental seeks and values people of all backgrounds because every employee, customer and business partner is important. Enterprise Holdings is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity or protected veteran status and will not be discriminated against on the basis of disability.