Enterprise Holdings Senior Experience Researcher - 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 Senior Researcher conducts generative and evaluative studies, analyzes qualitative and quantitative data, produces high-quality deliverables, aimed at understanding our customer's unmet needs, and the recurring communication of customer pain points across the customer journey. As a member of the squad within the customer experience department, the successful candidate will work side-by-side with colleagues from design, strategy, and planning to ensure their outputs are in line with customer and company priorities alike. By producing accurate and thoughtful insights, this individual will educate stakeholders, improve customer experiences, and ensure the success of new business, consumer, product, and technology interventions (including web and mobile).
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.
Works with design, product management, content strategy, IT and marketing personnel to understand business goals and accurately identify research needs.
Proposes and prioritizes research opportunities, sharing a clear rationale for all identified needs and methodology decisions.
Creates comprehensive research strategies and plans. Accurately proposes and uses mixed methods of research or develops new/hybrid methodologies to address implementation challenges or unique needs.
Quickly develops effective research approaches within constraints, which includes creating research strategy briefs documenting information needs, hypotheses, research methods, and proof points. Also includes creating recruiting documents and test plans for studies.
Designs, conducts, and evaluates usability tests, both in-person and remote, moderated and unmoderated. Leads iteration sessions and documents refinements.
Writes coherent, concise and unbiased research questionnaires and discussion guides
Conducts card sorting, tree testing, click tests, and other forms of organizational research.
Conducts interviews, contextual inquiries, focus groups, analyzing behavioral/demographic information, and studying behavioral traits/trends to create customer profiles and personas.
Efficiently prepares reports and deliver findings in a clear and effective manner.
Builds trust by simply explaining research methods and results, and inspiring change by providing strong, actionable recommendations
Leads engagements with external research vendors and provides direction and guidance to produce accurate and actionable research.
Builds and manages issue logs with findings from research; follow up with stakeholders and drive discussions to ensure all research findings are applied to the customer experience.
Mentors, coaches, and assists junior UX members on all types of research projects
Delivers insights based on solid research design and analysis via dashboards and reports which allow executives to quickly and easily draw conclusions
Stays current in offerings from technology and research companies and make recommendations as it pertains to vendor selection
Keeps up to date on all relevant client, industry and market developments
Seek to improve job performance through self-assessment, skill development, training and goal setting.
Maintain a regular and reliable level of attendance and punctuality.
Perform miscellaneous job-related duties as assigned.
Equal Opportunity Employer/Disability/Veterans
Bachelor’s Degree in a relevant field (such as Computer Science, Human-Computer Interaction, Market Research, Statistics, Psychology) or equivalent practical experience
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
Five (5+) or more years of previous experience designing studies, facilitating customer studies tests, analyzing data, and creating reports including remote/in-lab and quantitative/ qualitative studies
Five (5+) or more years of previous with Morae, Axure, remote usability testing tools such as UserZoom, User Testing, and other evaluation programs
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
Planning and Organizing