Associate Director, Customer Experience

Business Unit Carrier Job ID 30099341 City Atlanta State Georgia Country United States

Date Posted:

2022-11-01-07:00

Country:

United States of America

Location:

CAG24: Atlanta Digital Hub 3350 Riverwood Parkway Suite 900, Atlanta, GA, 30339 USA

Carrier is a leading provider of heating, ventilation, air conditioning, refrigeration systems, building controls, automation, and fire and security systems leading to safer, smarter, sustainable, and high-performance buildings.

Carrier's Fire & Security segment is seeking a motivated innovation leader to coach diverse, cross-functional teams in leveraging techniques of human-centered design to develop innovative new offerings. The ideal candidate is a curious, collaborative individual who leads with empathy, takes ownership of engagements, and has extensive experience leading design teams through customer-centric design sprints, co-creation workshops, and strategic working sessions.

This position is for an experienced innovation leader and practitioner of human-centered design. The candidate will lead strategic programs and coach diverse, cross-functional teams in the development of novel new offerings and digital solutions. Takes ownership of engagements, leads customer immersion sessions, journey mapping, iterative prototyping, and development of value propositions.

The successful candidate will have a bias for action and a sense of urgency. They are a self-starter comfortable with ambiguity, have strong attention to detail, and possess excellent communication skills. In this role, the candidate will use their knowledge, skill, and experience with human-centered design to help the organization create new business opportunities.

KEY RESPONSIBILITIES:

• Lead and coach employees of innovation project teams in key innovation processes including customer immersion, problem definition, and iterative prototyping and testing, while enabling and fostering their development in innovation competencies
• Match customer needs with business needs to guide designers and engineers toward the right solution
• Collaborate with designers, engineers, developers, and others from ideation through design and launch to ensure that the Fire & Security innovation team is successful at delivering high-impact results
• Refine and test a design sprint framework for answering critical business questions
• Leverage skills in project and program management to drive execution, and ensure timelines are met and that all dependencies and risks are appropriately managed.
• Build and maintain a community around Carrier's innovation methods/tools, connect with other innovation professionals and enable exchange in the form of standard methodologies and lessons learned
• This role reports directly to the Director of Engineering Program & Innovation for Fire & Security.

REQUIRED EDUCATION/EXPERIENCE:

• Bachelor's degree
• 5 + years of experience in new product development
• 5 + years of experience in service design, user research, design strategy, human-centered design, and design thinking tools and methods
• 2 + years of experience leading technical and/or digital product management teams
• 2 + years of experience leading projects in both Agile and waterfall project management frameworks

PREFERRED QUALIFICATIONS:

• Degree or certification in Human-Centered Design or a related area
• Extensive knowledge of design thinking methods, practices, and tools with the ability to customize approaches based on the specific design challenge, strategic objective, or opportunity
• Experience working on multiple projects simultaneously and comfortable with ambiguity, pivoting, and high-pressure timelines
• Technical fluency - must be comfortable with current practices and emerging technologies
• Experience in managing ideation to launch digital products, services, and new ventures.
• Solid critical problem-solving and creative thinking skills
• Demonstrated exemplary oral and written communication skills
• Exceptional time management, organizational, and prioritization skills
• Experience in design consulting, innovation consulting, or technology-based startups.
• Experience driving change in a large, complex matrixed environment even amid ambiguous circumstances

RSRCAR

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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