Senior Experience Researcher

Overview
About the Role
The Experience Management Team is growing as the demand to create unmatched customer experiences for the organization increases. 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 captures, analyzes, and summarizes UX research to make EHI's digital products as useful and effective as possible. The Senior Researcher conducts evaluative studies, heuristic reviews, competitive UX assessments, and more. This individual provides actionable recommendations, uses analytics to quantify findings, and collaborates on design iterations. Additionally, this individual will create high-quality deliverables and must have strong presentation skills.
As a member of the UX group within the Experience Management team, 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. Including the opportunity for remote work with this role.
Compensation decisions will be made based on factors that include but are not limited to experience, education, location and skill level.
Company Overview
Enterprise Holdings Inc. 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 Holdings 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 Holdings together with its affiliate Enterprise Fleet Management manages a diverse fleet of 2.1 million vehicles and accounted for nearly $30 billion in revenue in fiscal year 2022 through a network of more than 10,000 fully-staffed neighborhood and airport rental locations in more than 90 countries and territories.
#LI-REMOTE
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.
• 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.
• 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 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 experience with Voice of Customer and Feedback Management platforms such as Qualtrics or InMoment

Preferred:

• Experience with user testing software platforms (such as UserZoom, Dscout) and journey mapping

Competency Based:

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