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Senior Experience Researcher

Company: Enterprise Rent-A-Car
Location: Saint Louis
Posted on: June 13, 2021

Job Description:

Overview

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 Senior Experience Researcher role captures, analyzes, and summarizes customer sentiment to ensure the voices of EH customers and employees are well understood and available to create actionable insights. The Senior Researcher conducts generative and evaluative studies, analyzes qualitative and quantitative data, produces high-quality deliverables, aimed at understanding our customers' unmet needs, and the recurring communication of customer pain points across the customer journey.

This is an integral role, reporting to our Customer Understanding Director. This position reports to our Corporate Headquarters in St. Louis, MO, but 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 $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

Responsibilities

  • Efficiently prepare reports and deliver findings in a clear and effective manner. Includes building trust by simply explaining research methods and results, and inspiring change by providing strong, actionable recommendations
  • Work with design, product management, content strategy, IT and marketing personnel to understand business goals and accurately identify research needs. Quickly develop effective research approaches within constraints. Includes creating research strategy briefs documenting information needs, hypotheses, research methods, and proof points. Also includes creating recruiting documents and test plans for studies.
  • Design, conduct, and evaluate usability tests, both in-person and remote, moderated and unmoderated. Lead iteration sessions and document refinements.
  • Create a wide variety of surveys.
  • Develop and implement Voice of the Customer studies, such as feedback tab studies and intercept studies. Also analyze customer feedback gathered on an ongoing basis.
  • Lead engagements with external UX vendors and provide direction and guidance to produce accurate and actionable research.
  • 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.
  • Conduct card sorting, tree testing, click tests, and other forms of organizational research.
  • Conduct interviews, contextual inquiries, focus groups, analyze behavioral/demographic information, and study behavioral traits/trends to create customer profiles and personas.
  • 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.
  • Mentor, coach, and assist junior UX members on all types of research projects.

Equal Opportunity Employer/Disability/Veterans

Qualifications

Minimum:

  • Must have a Bachelor's degree in a relevant field (such as Computer Science, Human-Computer Interaction, Market Research, Statistics, Psychology) or equivalent practical experience
  • Four (4+) 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
  • Four (4+) or more years of experience facilitating and analyzing remote/in-lab and quantitative/ qualitative studies
  • One (1+) or more years of experience in each of the following:
  • Experience in interaction design
  • Experience with Voice of Customer and Feedback Management platforms such as Qualtrics or InMoment
  • Experience with Morae, Axure, remote usability testing tools such as UserZoom, Using Testing and other evaluation programs

  • UXMC certification from NNG or CUA certification from HFI preferred

Competency Based:

  • Results-Oriented
  • Working With a Team
  • Detail-Oriented
  • Problem Solving
  • Communication
  • Resilience

Keywords: Enterprise Rent-A-Car, St. Louis , Senior Experience Researcher, Other , Saint Louis, Missouri

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