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Senior Experience Researcher

2 months ago

St Louis, United States Enterprise Holdings Full time

Overview:

As we continue to build our team in support of our vision to the be the worlds best and most trusted mobility company, we are excited to announce the opening of a Senior Experience Researcher with our Experience Management Team

ABOUT THE ROLE

The Experience Management Team is looking for a Senior Experience Researcher (UX) to add to the Integrated Experience Division. We partner with Product, IT, Marketing, and Operations, gather customer and employee feedback, and use design thinking methodologies to create, measure, and validate solutions that exceed expectations and deliver tangible business value.

The Senior Experience Researcher (UX) works directly with customers and employees to capture perspectives and improve experiences. Focusing on Enterprise Mobilitys digital products, the Senior role uses human factors expertise to independently conduct usability studies and related types of evaluative research. This role uses these insights to make actionable recommendations, inspire design iterations, and monitor outcomes. As a result, the Senior Researcher advocates for improvements and tracks the value of their work. This role also oversees research processes, leads work by external research partners, and assists junior team members.

As a member of the Experience Management Team within the Integrated Experience Division, the successful candidate will work side-by-side with colleagues from design, digital product, and other customer experience teams 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 our digital products and employee applications.

Enterprise offers an excellent benefits package with market-competitive pay, comprehensive healthcare packages, 401k matching & profit sharing, schedule flexibility, paid time off, and organizational growth potential. This is located at our Corporate Headquarters in St. Louis, MO. No relocation benefits are available at thi time.

Compensation decisions will be made based on factors that include, but are not limited to experience, education, location and skill level

Company Overview

Enterprise Mobility is a leading provider of mobility solutions, owning and operating the Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car brands through its integrated global network of independent regional subsidiaries. Enterprise Mobility and its affiliates offer extensive car rental, carsharing, truck rental, fleet management, retail car sales, as well as travel management and other transportation services, to make travel easier and more convenient for customers.

Privately held by the Taylor family of St. Louis, Enterprise Mobility together with its affiliate Enterprise Fleet Management manages a diverse fleet of 2.3 million vehicles and accounted for nearly $35 billion in revenue through a network of more than 10,000 fully-staffed neighborhood and airport rental locations in more than 90 countries and territories.

Responsibilities:
  • Identify research needs and understand business goals by collaborating with stakeholders. Independently develop comprehensive research strategies by proactively reviewing roadmaps/requirements. Build consensus and alignment on research plans.
  • Capture user perspectives by designing and conducting evaluative research studies. Quickly and independently develop effective research approaches within constraints. Lead rapid iteration sessions. Show credibility through knowledge of evaluative research tactics, project thoroughness, and design impartiality.
  • Manage scope/timelines and comprehensive communicaiton to all stakeholders. Proactively prevent, or when needed work through, logistical challenges. Ensure project documentation is current. Carefully follow established best practices and workflows.
  • Prepare reports and deliver insights. Explain research methods and results. Provide actionable recommendations and continually advocate for customer perspectives.
  • Conduct card sorting, tree testing, click tests, and other forms of organizational research. Design/oversee heuristic and competitive usability reviews, and leverage other UX resources, to provide consultative (non-participant) evaluative recommendations.
  • Create and maintain accurate screeners for recruiting study participants, ensuring key audience and experiential factors are accounted for. Audit screeners with analytics data and ensure a current, evidence-based foundation for all criteria.
  • Build and manage issue logs with findings from research; follow up with stakeholders and drive discussions to drive action. Track and report progress in addressing issues from studies.
  • Ensure research processes remain optimized and documented, incorporating stakeholder feedback and educating team members. Maintain internal resources such as referential websites, newsletters, and more.
  • Oversee multiple vendor-led studies. Independently provide guidance to produce accurate and actionable research.
  • Assist junior experience researchers through consulting and by demonstrating exemplary deliverables and adherence to UX research principles.

Competency Based:

  • Communication
  • Detail-Oriented
  • Ethics and Values
  • Planning and Organizing
  • Problem Solving
  • Resilience
  • Results-Oriented
  • Working With a Team

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 UX/CX 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
  • Must have four or more years of experience designing studies, facilitating customer studies tests, analyzing data, and creating reports
  • Must have four or more years of experience with remote/in-lab and quantitative/ qualitative studies
  • Must have two or more years with user testing software platforms (such as UserZoom, Dscout) and journey mapping

Preferred:

  • UXMC certification from NNG or CUA certification from HFI
  • Experience with Voice of Customer and Feedback Management platforms such as Qualtrics or InMoment