Enterprise Holdings Lead Experience Analyst in St. Louis, Missouri
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 Lead Experience Analyst is responsible for independently collecting, analyzing and effectively sharing data related to customer or employee effort, satisfaction, loyalty and overall experience quality. The findings from the lead's studies will help coworkers better understand the customer or employee experience, prioritize improvement opportunities, and measure improvements. Responsibilities will include identifying research needs, advising on ideal research methods, designing and executing data gathering, and analyzing structured and unstructured data (both solicited and unsolicited) from all points in the customer or employee journey. The lead will also guide and consistently mentor base- and senior-level Experience Analysts and will optimize the Customer Understanding practice, proactively identifying and implementing improvements to processes, tools, and deliverables.
This position reports to our Customer Understanding Manager at our headquarters in St. Louis, MO. This position is available for remote work anywhere in the U.S.
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
Oversee and consistently mentor base- and senior-level Experience Analysts. Includes holding regular 1:1 meetings, advising on research and analysis tactics, ensuring adherence to schedules. Can also include assisting with performance reviews, providing guidance on career development, and overseeing projects outsourced to vendors.
Actively seek research needs, lead others in learning how to identify them. Manage intake and resource planning for new research and analysis requests.
Help evolve research and analysis practices and methods with department leaders through education, advocacy, key stakeholder relationships, and thought leadership. Ensure stakeholder engagement by providing training and reference documentation, sharing relevant articles and case studies, and gathering feedback on the effectiveness of research deliverables. Stay current of industry developments and new technologies.
Serve as the primary contact for research-related vendors, including outsourcing studies, overseeing professional services engagements, ensuring quality deliverables, and evaluating platform features and vendor services.
Collaborate with IT, Operations, and other data analysis personnel to implement data collection needs or leverage additional data sources.
Design tactics and data collection methods to address the research objectives. Includes identifying key audience traits and accounting for them in the research plan. Also includes continuously examining rationale and processes for customer and employee experience measurement KPIs.
Obtain data through creative and fundamentally strong quantitative studies. Includes writing coherent, concise, and unbiased surveys and screeners. Develop creative recruiting solutions when needed. Also involves leveraging existing data sources for attitudinal and behavioral data and applying text/sentiment analysis.
Thoroughly analyze data, using traditional or hybrid methods to identify improvement opportunities and measure the impact of experience changes.
Conceive and create data visualizations that help stakeholders quickly and accurately understand potentially complex findings. Includes thoughtfully designing infographics, independently designing dashboards to surface key findings, and motivating action on findings through presentations. Consistently build dashboards and infographics that fully leverage platform capabilities.
Assist Experience Analyst Manager in candidate recruiting, screening and interviewing process.
Ensure all research is gathered and analyzed in the context of the customer journey and actively reflects the customer’s view of experiences. Work with subject matter experts as needed to define the journey. Educate stakeholders as needed on the relevance of a journey-based research model.
Oversee tracking of “closed-loop” actions taken from all Experience Analyst research and report to Customer Understanding leadership on results. Anticipate challenges with applying findings and addressing in research strategy. Refine and improve methods for tracking application of findings.
Equal Opportunity Employer/Disability/Veterans
Must have a Bachelor's Degree in Market Research, Computer / Data Science, Statistics or similar field
Must have six (6+) or more years of experience creating, distributing, and analyzing surveys, preferably in customer experience research
Must have six (6+) or more years of experience working with quantitative and qualitative data and analysis and knowledge of basic statistics
Three (3+) or more years of proficiency in Qualtrics, Clarabridge, and Tableau and/or Power BI preferred
Must have three (3+) or more years of applying text analytics to identify themes and assess sentiment
Must have experience coaching or mentoring others and leading projects
Must have previous experience preparing and giving presentations
Must have experience analyzing unstructured data
Experience managing vendor relationships 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
Leading and Inspiring People
Persuading and Influencing
Enterprise Holdings/Enterprise Rent-A-Car/Alamo Rent A Car and National Car Rental seeks and values people of all backgrounds because every employee, customer and business partner is important. Enterprise Holdings is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity or protected veteran status and will not be discriminated against on the basis of disability.