Experience Owner - Customer Experience
US-MO-St. Louis
Enterprise US
Req #: 335055
Type: Regular Full-Time
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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 friction-less rental process, ensuring the principles of personalization, empathy, control and transparency are reflected in our service delivery. There is an opportunity to deepen and broaden the feedback measurement and management approach-capturing data across channels and attaching metrics to moments that matter throughout the customer journey. The Experience Owner on the Strategy and Planning Team will be responsible for bringing to market the next-generation experience changes for our customers and employees across the Enterprise, National, and Alamo brands. They will do this by integrating with the CX Design Team and will coordinate among multiple internal teams as well as external partners. They will communicate experience change requirements, guarantee job completion, track KPIs, monitor customer and employee feedback while assuring that proper change management is in place to ensure a successful rollout for both our customers and employees. The Experience Owner is involved in the prototype, alignment, and change CX processes. 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: * Champions the implementation and measurement of the experience changes produced by the Customer Experience Team * Rapid onboarding and subsequent collaboration with the CX Design Team during the prototyping stage * Documents and communicates experience change requirements with multiple internal teams at Enterprise Holdings and our partners * Collaborates with Product Management, Product Ownerships, and technology teams to overcome technical impediments * Guarantees successful deployment of the experience changes by assuring proper change management is in place in coordination with the Change Management Team * Measures, tracks, and communicates success measurements and key performance indicators for the experience changes * Monitors and elicits customer and employee feedback, in partnership with the Customer Understanding Team, on their assigned experience changes * Escalates potential roadblocks to a successful experience change implementation to the management Additional Responsibilities * Seek to improve job performance through self-assessment, skill development, training and goal setting. * Maintain a regular and reliable level of attendance and punctuality. * Perform miscellaneous job-related duties as assigned. Equal Opportunity Employer/Disability/Veterans Qualifications: Minimum: * Bachelor's Degree in Communications or Technology * 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 * Two (2+) or more years of experience in a Product Manager, Product Owner, Technology, or Business Analysis role * Knowledge across many of the following areas, along with depth in one or two: Product Development, Product Management, Product Ownership, Business Analysis, and Technology Development * Experience with end-to-end product life cycles * Familiarity with project structures, schedules, budgets, and resources Competency Based: * Results-Oriented * Working With a Team * Planning and Organizing * Detail-Oriented * Analyzing * Communication * Resilience
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