Enterprise Rent-A-Car Jobs

Job Information

Enterprise Holdings Lead Experience Researcher (CX/UX) in St. Louis, Missouri

Overview

About the Role

The Lead Experience Researcher is responsible for structuring research initiatives aimed at capturing, analyzing, and summarizing customer feedback to ensure the voices of EH customers are well understood and available for use. The findings from the lead’s studies will help coworkers better understand the customer experience, prioritize improvement opportunities, and measure improvements. Responsibilities will include identifying research needs, advising on ideal research methods, designing, and executing research studies, and analyzing structured and unstructured data (both solicited and unsolicited) from all points in the customer journey. The Lead will also manage and mentor base- and senior-level Experience Researchers and will optimize the Customer Understanding practice, proactively identifying, and implementing improvements to processes, tools, and deliverables.

This role is part of our rapidly expanding Customer Experience (CX) Team. We are heavily investing in the future of our customer's experience through identifying opportunities within our UX/UI platforms and investing into new and emerging technology to enhance our services and products. Join a team that will shape our company for years to come!

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. In addition, this role is available for remote work anywhere in the United States.

Company Overview

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 $23.9 billion in revenue and operated more than 1.85 million vehicles in fiscal year 2021.

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 nearly 10,000 fully staffed neighborhood and airport locations in more than 90 countries and territories throughout the world.

#LI-REMOTE

Responsibilities

  • Manage direct reports. Includes holding regular 1:1 meetings, advising on research and analysis tactics, ensuring adherence to schedules, conducting performance reviews, providing guidance on career development, and overseeing projects outsourced to vendors.

  • Actively seek research needs, lead others in learning how to identify them. Manage intake and resource planning for new research and analysis requests.

  • Help evolve research and analysis practices and methods with department leaders through education, advocacy, key stakeholder relationships, and thought leadership. Educate internal stakeholders about this practice by writing case studies and white papers, creating training documentation, and staying current of industry developments and new technologies.

  • Serve as the primary contact for research-related vendors, including outsourcing studies, overseeing professional services engagements, ensuring quality deliverables, and evaluating platform features and vendor services.

  • Mentor, coach, and assist junior CX members on all types of research projects.

  • Design tactics and data collection methods to address the research objectives. Includes identifying key audience traits and accounting for them in the research plan. Also includes continuously examining rationale and processes for customer and employee experience measurement KPIs.

  • Propose and prioritize research opportunities, sharing a clear rationale for all identified needs and methodology decisions. Create comprehensive research strategies and plans. Accurately propose and use mixed methods of research or develop new/hybrid methodologies to address implementation challenges or unique needs.

  • Thoroughly analyze data, using traditional or hybrid methods to identify improvement opportunities and measure the impact of experience changes.

  • Build and manage issue logs with findings from research; follow up with stakeholders and drive discussions to ensure all research findings are applied to the customer experience.

  • Assist Experience Researcher Manager in candidate recruiting, screening and interviewing process.

  • Ensure all research is gathered and analyzed in the context of the customer journey and actively reflects the customer’s view of experiences. Work with subject matter experts as needed to define the journey. Educate stakeholders as needed on the relevance of a journey-based research model.

  • Oversee tracking of “closed-loop” actions taken from all Experience Research and report to Customer Understanding leadership on results. Anticipate challenges with applying findings and addressing in research strategy. Refine and improve methods for tracking application of findings.

Equal Opportunity Employer/Disability/Veterans

Qualifications

Minimum:

  • Bachelor's Degree (in Market Research, Computer/Data Science, Statistics or similar 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

  • Six or more years of experience Experience designing studies, facilitating CX/UX customer studies, analyzing data, and creating reports

  • Two or more years of experience with moderated/unmoderated; remote/in-lab; and quantitative/ qualitative studies

Preferred:

  • Proficiency with user testing software platforms such as UserZoom, UserTesting, dscout

  • Experience with Voice of Customer and Feedback Management platforms such as Qualtrics or InMoment

  • Two or more years of experience in interaction design

  • Previous experience managing direct reports

  • Experience managing vendor relationships

Competency Based:

  • Forward-Thinking

  • Leading and Inspiring People

  • Detail-Oriented

  • Problem Solving

  • Persuading and Influencing

  • Resilience

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.

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