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JOB SUMMARY: Help Universal Orlando Resort learn about and improve the experiences of our guests. Interview Specialist 2 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 intercept and qualify guests across Universal Orlando properties to determine whether they are eligible and willing to share feedback with us on a range of topics. Administer structured surveys with guests, conduct periodic observations, and occasionally solicit more open-ended feedback from guests. As an IS2, you will also maintain break logs of small in-field teams, assist in providing training feedback for Interview Specialist 1 development, and, on occasion, monitor surveys for data quality and track quotas.

MAJOR RESPONSIBILITIES:

+ 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 quota and following specified protocols and guidelines. Includes set up and breakdown of materials.

+ 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 quota and following specified protocols and guidelines. Includes set up and breakdown materials.

+ Assist in behavioral observations and data quality monitoring.

+ 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. Includes set up and breakdown.

+ 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.

+ Completes daily paperwork as needed.

+ Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

+ Performs other duties as assigned.

EDUCATION: High school degree or GED is required.

EXPERIENCE: 1+ year One year of survey interviewing experience, intercepting, and/or recruiting required; 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 a small team (i.e., one or two people)

+ 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

+ Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities

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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