The Hertz Corporation Manager, Customer Experience Insights in Estero, Florida

General Responsibilities

Manager, Customer Experience Insights

The Manager of Customer Experience Insights will provide ongoing analytic support to the voice of the customer team and project management support to the platinum customer experience team. Areas of focus will include, but not be limited to, NPS analytics, analysis of customer data, research projects and project management support. He/She will be responsible for establishing best practices, developing analytics standards, and communicating insights. This role is critical in leading and supporting the plans to enhance the consumer journey across the company’s business channels, to ensure continuity in the brand experience, and deliver a best-in-class customer experience by providing data driven insights.

Key Responsibilities:

  • Uses Voice of The Customer Data and business analytics to identify valuable patterns to develop new initiatives to enhance the customer experience; provides innovative recommendations on where to improve the customer experience and the priority level.

  • Identify, analyze and interpret trends or patterns in complex data from multiple sources.

  • Develop and deliver performance reports – weekly, monthly and quarterly deep dive reporting.

  • Provide ongoing support to team in evaluating and testing system enhancements.

  • Translate customer stories into meaningful actionable recommendations.

  • Analyzes customer data from numerous data sources.

  • Provides program management support to Platinum Program business owner.

  • Execute against initiatives and development efforts to ensure customer experience programs meet goals.

  • Identify opportunities for new products and services customer seek.

  • Deliver against department objectives - track, measure, and report performance.

  • Develop and grow meaningful partnerships with key departments driving meaningful insights to help them execute projects and drive organizational success.

  • Benchmark industry & company best practices, competition, and trends related to customer experience to incorporate into future projects and planning to maximize effectiveness.

Mandatory Requirements

Educational Background:

Bachelor’s level degree required; preferably in Economics, Statistics, Finance, Marketing Analytics, or Revenue/Hospitality Management.

Professional Experience:

  • 3+ years previous experience in an analytics function.

  • Experience interacting with all levels of management/staff and across the organization.

  • Understanding of the car rental market segment and its drivers.

  • Travel industry or large retail experience a plus.

Skills:

  • Strong problem solving/analytical skills.

  • Strong written and verbal communication skills across multiple disciplines and all levels of management/staff.

  • Experienced working in a fast-paced environment with the ability to multi-task.

  • Experience tracking and analyzing metrics and generating reports.

  • Proficient with MS Access, Excel, and PowerPoint

  • Ability to work both independently and as a member of cross-functional teams in a fast-paced, demanding, and complex business environment.

Preferred Requirements

EEO/AA: Females/Minorities/Disabled/Vets

Job ID 152117

# Positions 1

Category Marketing

Division RAC

Position Type Regular Full Time