Experience Research Manager

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 Research Manger leads a team of human factors professionals as they employ generative and evaluative research techniques to understand and assess customer and employee experiences. This position partners with the Experience Analysis Manager, product leaders, agency partners, marketing, and PMO teams to play a key role in delivering user-centric solutions that are well aligned to meet current and future customer and employee needs.

The Experience Research Manager is responsible for creating and evolving the team's methodology, continually evaluating the use of tools and technology, maintaining key vendor partnerships, overseeing the performance of all team members, including the selection and hiring of new employees.

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

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:
  • Lead, mentor, and support a team of Experience Researchers focused on customer and employee experience research practices.
  • Serve as the point of contact for new project intake, in-flight project status, including project prioritization, roadblocks, and dependencies
  • In conjunction with CX department leaders, create the vision for developing, communicating, and implementing a continual and evolving research strategy for customer and employee experiences across all lines of business; followed by the processes and tactics to implement the vision
  • Advocate for voice of customer and voice of employee outreach early and often across programs; including the importance of heuristics and design thinking best practices
  • Develop the team members to their full potential through training, coaching, and feedback. Work with individuals on the team to create training and learning opportunities and cultivate strengths and talents.
  • Assist in the resource planning and staffing for the Customer Understanding department as a whole. Anticipate needs for more resources and personnel through forecasting and budgeting
  • Continually improve the productivity of the team and quality of the products by evaluating and refining tools and platforms in addition to the team's roles, responsibilities, processes, and practices.

Equal Opportunity Employer/Disability/Veterans

Qualifications:

Minimum :
  • Must have a Bachelor's degree in design, human-computer interaction (HCI), or equivalent professional experience(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
  • Must have 7 years of industry experience as a user experience researcher, market researcher, information architect, or similar CX/UX-related role
  • Must have 3 years of experience working with and managing outside vendors
  • Must have 5 years of supervisory experience
  • Must have 3 years of experience leading design thinking methodology phases, including the development and use of journey maps and personas
  • Must have 5 years of experience with selecting and creating generative and evaluative user/customer experience research techniques (e.g. heuristic reviews, usability testing, focus groups, interviews)
  • Previous experience in r etail, travel or automotive industries a plus

Competency Based :
  • Forward-Thinking
  • Managing and Developing People
  • Building Relationships
  • Planning and Organizing
  • Decision Making
  • Resilience


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