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Research and Customer Experience Director


Research and Customer Experience Director

Ogden, UT
  • Responsibilities

    Job Summary

    Manages new product development and value engineering projects under the direction of the Engineering Manager.

    Essential Functions

    • Manages projects from concept through design and verification and into product realization; coordinates with other functional departments for successful integration of the product design.
    • Analyzes marketing and engineering proposals, application or process requirements, and related technical data pertaining to design.
    • Develops and verifies new designs, processes, and materials. Responsible for the preparation of drawings, specifications, sequences, and other related engineering documentation.
    • Conducts analytical studies on marketing and engineering proposals to develop design for products, equipment, machines, associated and subsystems components, and structures.
    • Conducts value engineering studies on design for products, associated and subsystems components, and structures to verify the product meets the market requirements.
    • Analyzes data to determine feasibility of product proposal.
    • Directs and coordinates manufacturing or building of prototype product or system.
    • Plans and develops experimental test programs.
    • Analyzes test data and reports to determine if design meets functional and performance specifications.
    • Uses computer-assisted engineering software and equipment.
    • Applies engineering principles to design, modify, or develop facilities, testing, machines, equipment or processes.
    • Analyzes product or equipment specifications and performance requirements to determine designs that can be produced by existing manufacturing or processing facilities and methods.
    • Prevents or eliminates defects in new or existing products.
    • Supports the planning, layout and development of product configuration systems.
    • Prepares or directs preparations of product or business system layout and detailed drawings and schematics.
    • Supports design engineering to clarify or resolve problems and develop designs.
    • Supports operations and quality personnel with technical issues related to core competencies.

    Additional Responsibilities

    • May conduct failure analysis of customer returns/products and prepare documentation for submittal and/or review.
    • Support of and involvement in company, department, and/or safety policies, procedures, programs and activities.
    • Studies engineering and technical publications to keep abreast of technological changes and developments in industry.

    Qualifications, Skills

    • Bachelor's degree from four-year college or university in Mechanical Engineering or related technical field with five or more years related experience and/or training in a related field.
    • Must have the ability to manage multiple projects and have experience in a product development environment. Familiar with product testing and verification methods.
    • Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software.
    • Familiar with Computer-Aided Design (CAD) and Solid Modeling (3D) software. Understanding of Finite Element Analysis (FEA) methods and software.
    • Mechanical engineering skills with a preference for heat transfer, fluid transfer, electrical power systems, and industrial product design experience. Familiar with manufacturing processes such as heavy equipment manufacturing, welding technology, control panel, materials technology, manufacturing methods technology. Pressure vessel design and manufacturing experience with knowledge or experience with ASME (Section VIII & Section I), PED, ATEX, NEC, NACE, ANSI, and TEMA a plus.
    • Ability to read, analyze, and interpret product or customer specifications, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
    • Ability to apply common sense understanding and problem solving techniques to identify root cause and direct corrective action.
    • Ability to work with mathematical concepts such as probability, statistics, and fundamental plane and solid geometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

    Required Skills Required Experience

  • Qualifications
    • Manage, foster and grow assigned research and user experience accounts, including providing strategic guidance and working with project teams to exceed expectations through effectively delivering customer experience projects
    • Work effectively with project managers, account managers and project teams to produce deliverables with exceptional accuracy and quality on time and on budget
    • Manage and lead customer experience projects utilizing the following methodologies (or other appropriate methodologies) within the research and customer experience discipline:
      • Formal (lab based), remote, iterative, comparative and competitor usability testing
      • Lab based, remote and completely mobile eye tracking studies
      • Heuristic Evaluations & Competitor Assessments
      • Information Architecture, Card Sorting & Task Analysis
      • Contextual Inquiries & Ethnographic Research
      • User Personas
      • Customer Journey Maps
      • One-on-One Interviews (IDIs), Focus Groups & Surveys
      • Online Research
    • Lead sales efforts including identifying appropriate methodologies, producing work estimates, creating proposals and SOWs, conducting remote and client-facing presentations, and independently closing sales
    • Be knowledgeable of and educate prospects and clients with the breadth and depth of RRD Marketing Solutions offerings.
    • Serve as an expert within the research and customer experience discipline and be able to clearly articulate RRD Marketing Solutions key differentiators as it relates to user-centered design and customer experience and explain our approach
    • Help educate client and internal staff on user research, market research, usability best practices, and be an advocate of the Research & Customer Experience Group
    • Work closely and foster relationships with internal account managers, partners, and department heads to identify new sales opportunities
    • Help build RRD Marketing Solutions research and customer experience processes, structure, service offering and methodologies
    • Bring leadership, provide mentorship and conduct training to the team
    • Manage direct reports as assigned
  • Industry