Experience Design Lead - Customer Experience

				Overview:

The Customer Experience team is growing in order to support EHI's strategic objective to create an unmatched customer experience. By listening to and designing for our customers, we will partner with Product, IT, Marketing and Operations teams to deliver a low-touch, frictionless rental process, ensuring the principles of personalization, empathy, control and transparency are reflected in our service delivery. 

The Experience Design Lead guides the design of experiences through developing prototypes, service design blueprints, UX and visual compositions representing the various interactions customers may take with a given product or service available to them at Enterprise Holdings. The Experience Design Lead performs design validation to ensure that solutions, services, and products are co-created in an easy, enjoyable, and useful manner for our customers. The Experience Design Lead also leads and mentors Experience Design team members to achieve the best possible customer experience for every design project. 

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 $25.9 billion in revenue and operated more than 2 million vehicles in fiscal year 2019.

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 10,000 fully staffed neighborhood and airport locations in 100 countries and territories throughout the world.

This position is located at our Corporate Headquarters in Clayton, MO.

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:

* Build clickable prototypes from wireframes or visual comps in programs such as Figma, Adobe XD or Axure for in-field testing with customers.
* Envision and communicate service concepts and ideas using methods & tools using experience maps, user journeys, service blueprints, diagrams, etc.
* Demonstrate mastery and be able to coach team members on remote/in-lab/intercept and quantitative/qualitative design validation studies and other user research techniques.
* Help evolve design practices and methods with Experience Design Director through education, advocacy, and thought leadership. Educate other teams about this discipline by writing articles, providing research support and staying current of industry developments and new Experience Design technologies.
* Provide strategic guidance to Experience Design team members to lead engagements with external vendors and provide direction and guidance to produce useful and usable designs.
* Assist Experience Design Director in recruitment efforts and application screening and interviewing process.
* Conduct annual performance reviews, one on ones, professional mentoring and coaching of direct report(s), and assist them on their projects on a daily basis.
* Lead the planning, design and operations of experiments of new services and products at varying levels of fidelity in alignment with learning goals and the critical uncertainties around problem, solution and form of implementation
* Collaborate closely with other teams within the customer experience department - customer understanding and strategy and planning - to plan, conduct, and synthesize design validation studies during the design process. Make successful strategic and tactical design recommendations based on usability findings and standard design practices.
* Manage the complete cycle of Experience Design projects, to include requirements gathering, generating concepts to hi-fidelity designs; develop presentations and lead executive business and user feedback meetings & discussions

Equal Opportunity Employer/Disability/Veterans

Qualifications:

Minimum:

* Bachelor's Degree in New Media, HCI, Interaction Design, Service Design or related field required
* 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
* Seven (7) years of experience applying HCI methods to digital products and services for consumer and business applications and a solid understanding of web and mobile related technologies and design patterns
* Seven (7) years of experience in service/experience design is required. The ability to generate solid design ideas, and thorough understanding of user-centric design process is a must have. They should be able to demonstrate UX and interaction design skills through a portfolio/documented work examples.
* One (1+) or more years of leading collaborative teams through human-centered design processes
* Experience with graphic and digital design and prototyping tools such as Axure, Sketch, Figma, Adobe XD, HTML/CSS or similar
* Experience with facilitating group collaboration workshops and in-market prototype testing with users

Competency Based: 

* Results-Oriented
* Working With a Team
* Detail-Oriented
* Problem Solving
* Communication
* Flexibility
			

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