Interviewing Team Captain- Consumer Insights

JOB SUMMARY:

Help Universal Orlando Resort learn about and improve the experiences of our guests. Interview Specialist 3 will play a key role in assisting the Consumer Insights team in providing business critical information about our guests: where they’re from, why they’re here, and what they love (and don’t) about their experiences with us. The main role is to monitor processes to intercept, qualify, and survey guests to ensure protocols are followed, quotas are achieved, and data quality is robust. You will also complete behavioral observations of Interview Specialists 1 and 2, brief teams on upcoming shift objectives, and prepare and manage study materials. You will also intercept, qualify, and administer structured surveys with guests, conduct periodic observations, and occasionally solicit more open-ended feedback from guests.

MAJOR RESPONSIBILITIES:

• Monitor surveys for data quality and to track and achieve daily quotas.
• Prepares and manages study materials, brief teams on shift project schedules and study parameters, and conduct post-shift debriefs.
• Motivate, coach, develop, and complete behavioral observations of Interview Specialist 1/2 field intercepts using a standardized rubric.
• Assist with training as needed.
• Intercept, recruit, qualify, and complete surveys with guests in a high paced environment at park entrance and exit to obtain information regarding origin and overall park experience, while meeting daily quotas and following specified protocols and guidelines. Includes set up and breakdown of materials.
• Intercept, recruit, and qualify guests in a high paced environment to complete self-administered surveys, including but not limited to QR code surveys on various topics, while meeting daily quota and following specified protocols and guidelines. Includes set up and breakdown of materials.
• Conduct brief, semi-structured interviews with guest to collect close and open-ended data on specified topics.
• Quickly and faithfully record/type open-ended responses into an iPad and consistently and accurately code responses.
• Conduct fixed counts and limited naturalistic observations of guest behaviors, interactions, or other observable phenomena.
• Recruit for focus groups, interviews, and usability studies as needed. Includes set up and breakdown.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Perform other duties, as assigned.

QUALIFICATIONS:

• In order to fill this role, you must be able to multi-task, have strong organizational and documentation skills, as well as leadership experience.
• Your attention to detail and commitment to follow strict protocols and guidelines are key to success in this role, but so is a positive and motivating attitude.
• You must consistently show interpersonal tact, discretion, and sensitivity – as well as be able to personally handle rejection and encourage team members who experience rejection during intercept.
• The IS3 must be able to determine whether guests meet eligibility criteria, use an iPad, maintain logs and documentation materials, manage multiple tasks simultaneously, motivate others, and speak, type, and read in English.

EDUCATION:

• High school degree or GED is required.
• Degree-seeking or college degree preferred.

EXPERIENCE:

• 2+ years’ with a minimum of one year of survey interviewing experience, intercepting, and/or recruiting required, as well a minimum of one year leading a team;
• or equivalent combination of education and experience.
• In addition, applicants should be able to demonstrate the following:
  • Demonstrated ability to strictly adhere to protocols and guidelines.
  • Demonstrated ability to lead teams of up to 12 people.
  • Demonstrated ability to observe and document behaviors of a team.
  • Demonstrated ability to manage stressful and unexpected situations while delivering results.
  • Solution-based orientation and ability to critically analyze and resolve issues in real time.
  • Demonstrated experience conducting structured surveys, recruiting participants, screening subjects or other relevant research activities.
  • Strong interpersonal communication skills; experience approaching and engaging strangers a plus.
  • Ability to accurately, consistently record data according to rules and timelines.
  • Excellent listening skills and the ability to retain information as people speak.
  • Organizational and time management skills.
  • Integrity, honesty, and a commitment to the quality, reliability, and confidentiality of data.
  • An openness to improve, learn from constructive feedback, and work as a team.
  • Flexibility to shift between tasks, manage multiple tasks.
  • Ability to accurately and legibly document information.
  • Comfort using technology including conducting surveys on tablets, laptops, smart phones, and iPads.
  • Proficiency using Microsoft Suite (Word, Excel, and Outlook).
  • Proficiency reading, typing, speaking, and understanding English.
  • Ability to walk or stand for extended periods of time as well as adjust to surrounding environment including all encountered outdoor weather conditions.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means. 

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