JOB SUMMARY: Help Universal Orlando Resort learn about and improve the experiences of our guests. Field Research Instructors 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 assist in the development, implementation, update, and follow through of the Consumer Insights operational training program. Secondary duties to include monitoring 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 & 2 and Interviewing Team Captains. You will brief teams on upcoming shift objectives, and prepare and manage study materials, as well as, intercept, qualify, and administer structured surveys with guests, conduct periodic observations, and occasionally solicit more open-ended feedback from guests. MAJOR RESPONSIBILITIES: + Responsible for the delivery of assigned Field Research OJT trainings. Ensures materials and presentations are relevant and up to date. Continuously evaluates materials to ensure quality and consistency. Provides feedback to Field Leadership Team on training initiatives and their effectiveness. Oversight of Field Research IS1 training programs to include classroom preparation and delivery, associated documentation, administrative functions, and required communication. + Deliver and facilitate structured training and development programs and initiatives in support of the Consumer Insight’s training plan and objectives. Conduct all on the job training for all incoming Interview Specialist 1 and supports and enhances the new team member experience + Provide operational support. Create and modify daily pre-shift agendas and project disposition sheets, error checks daily survey productivity, and maintain daily and monthly incidence tracking spreadsheets. Prepare and manage study materials, brief teams on shift project schedules and study parameters, and conduct post-shift debriefs. + Drive whole group retention and participation using various facilitation methods and styles. Alter the learning environment appropriately to best support team members in the moment. Identify gaps between the training and fielding of projects and partner with the CI Leadership Team to enact changing to training protocols. + Provides continual support of in-park coaching and providing feedback to Interview Specialist 1/2 and Interview Team Captains. + 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. 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 closed 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 UDX policy, procedures, training, and team member involvement activities. + Perform other duties as assigned. EDUCATION: + College degree, or seeking a college degree, or 1+ plus years in Field Research in a leadership position EXPERIENCE: + 3+ 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. ADDITIONAL INFORMATION: + Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. + Demonstrated ability to present information in one-on-one/group settings + 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 Your talent, skills and experience will be rewarded with a competitive compensation package. 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. Universal Orlando Resort. Here you can. Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE