Enterprise Holdings Integrated Experience Director in St. Louis, Missouri
Enterprise Holdings has an exciting opportunity for an Integrated Experience Director!
The Integrated Experience Director leads the company customer experience capability aimed at identifying opportunities to grow market share and maintain relevancy by continuously enhancing the end-to-end omnichannel customer experience. The Director is responsible for orchestrating results-oriented, customer-led, continuous improvement and CX-focused innovation by building the capabilities to enable EHI's CX goals. This position leads a team of leaders focused on experience strategy, design, and research and collaborates cross-functionally with key global stakeholders in Marketing, Operations, Product, and IT. The Integrated Experience Director also champions the company's CX strategy in partnership with teams to ensure continual progress against it. The director also leads the company's UX design and research functions and partners closely with product teams to ensure the customer and employee experience are connected.
This position will be located at the Corporate Headquarters in Clayton, MO with a hybrid schedule available.
As an Enterprise employee, we offer an excellent package with market-competitive pay, comprehensive healthcare packages, 401k matching & profit sharing, schedule flexibility, paid time off, and organizational growth potential.
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.
Develop EHI’s strategy of creating a customer experience rooted in personalization, empathy, and control in a frictionless environment
Ensure customer insights are developed through a combination of internal and external channels (e.g., market research, employee feedback, customer surveys, social media listening) to inform the customer strategy. Also ensure information is “democratized” throughout the organization (e.g., information access and channeling)
Understand the end-to-end customer journey and identify strategies to address customer pain points and enhance moments of joy at the moments that matter, incorporating customer feedback as much as possible.
Collaborate cross-functionally to drive a CX strategy that also supports EHI’s marketing, product/digital, service, sales, and technology strategy, etc., and provide guidance/ensure that these leaders have the data they need to adapt and execute as relevant in their areas
Drive the development of key technical and design capabilities necessary for enabling future CX initiatives
Track and manage the development of EHI’s portfolio of CX initiatives– spanning from incremental changes to existing products/services to entirely new businesses/offerings to serve new consumer needs
Develop approach to build, pilot, fund, scale, transition to the business, and measure success for CX initiatives
Develop system to capture and implement continuous, real-time customer feedback (includes both voice of customer and voice of employee surveying)
Report on the impact of programs on our goals, objectives, and planned strategic roadmap to support executive-level decision-making
Ability to drive change and prior experience leading strategic initiatives cross functionally, including defining, tracking, and reporting KPIs to measure ROI
Equal Opportunity Employer/Disability/Veterans
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
12 or more years Customer Experience Strategy
12 or more years UX Research and Design
10 or more years Managing a team
Experience with strategic planning and project management
- Master's Degree
Leading and Inspiring People
Persuading and Influencing
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.