Founded in 1993 in Cleveland, Ohio, Paragon has been delighting our clients’ customers with award-winning digital experiences and cutting-edge technology since 2006. Today, we are a nationwide team with employees located coast to coast, and we are looking for experienced Senior Customer Experience Strategist with excellent research/strategy/design/technical and personal skills to join us.

But in such a competitive job market, why should you consider Paragon?

Paragon offers the promise of working in a sophisticated environment, where we craft customer-centric strategies and digital solutions for a portfolio of nationally recognized brands and organizations. We offer a top-notch group of experienced coworkers for collaboration and support. Competitive pay. Great benefits. All the things that are probably on your job search checklist.

So again, why consider joining Paragon?

The answer is balance and how it defines our approach to customers, projects, and each other. At its core, Paragon itself is a balance of a strategic agency and a digital consultancy, with a unique, cross-discipline set of services. Our projects have ambitious goals and expected results, but they are realistic in terms of goals and timelines. Our customers are big enough to provide interesting challenges, but our organization is small enough to function without bureaucracy. We aim to provide direction and support while allowing you to make decisions in the best interests of our projects and customers. We expect to make full use of your current skills while helping you learn new tools and methods to keep you effective. Most importantly, we want a career at Paragon to be in balance with the rest of your life, putting in 40 good hours a week and then moving on to the things that make you, you.

Paragon is headquartered in Cleveland, Ohio and is a Virtual First company. We have employees throughout the US and this position does allow for remote work on a full-time basis.

More about this role:

We are looking for someone with demonstrated leadership to design and conduct research projects across touchpoints, develop insights, and craft transformational strategies. If you have a curiosity of a researcher and the vision of a strategist, then we’d like to talk with you.

Responsibilities include:

• Plan and conduct user research activities at every stage of the product lifecycle. Map consumers’ journeys and identify key aspects of consumers’ experiences that drive or threaten value and loyalty.
• Translate business questions to research objectives and provide insight and vision to stakeholders based on researching user needs.
• Lead and facilitate customer research and usability testing activities to optimize the customer experience.
• Synthesize research findings from primary consumer research (e.g., in-depth interviews, surveys, ethnographic research) and secondary data sources (market research, site analytics, competitive research, heuristic evaluations) into actionable insights and recommendations.
• Identify best method or combination of methods based on research questions, timeline and resourcing.
• Lead and facilitate customer research and usability testing activities.
• Collaborate with CX Strategists, UX Designers, Visual Designers, and Developers to define and improve the customer experience.
• Be a champion for users' needs from requirements gathering through solution definition.
• Conduct detailed and executive research presentations to clients and internal teams.
• Contribute to development of new research practices, methods and deliverables.

Required skills:

• Bachelor or Master’s in Human-Computer Interaction, Human Factors, Cognitive Psychology, Social Psychology, Sociology, Anthropology, or a related field (with certificate in UX or Usability).
• Minimum 3-6 years conducting CX or user-centered research.
• Experience conducting a wide range of qualitative and quantitative research methods and techniques, such as contextual research, usability studies, heuristic evaluation, survey development, analytics, and statistical analysis (Excel). Experience with CX measurement preferred.
• Expert at producing various research outputs including consumer insights, usability reports, customer journey mapping, personas and archetypes.
• Strong facilitation skills leading project teams in participatory and collaborative sessions.
• Clear understanding of usability heuristics and experience performing real-time design evaluations.
• Familiarity with design thinking approaches.
• Demonstrated skill applying user-centered design practices, e.g., using ethnography data, user needs analysis, participatory design, end-user observation data, and usability testing data to influence design decisions.

What we offer:

At Paragon, you’ll play an integral role in helping some of the world’s leading companies envision, execute, and evolve their most complex digital objectives. We pride ourselves on blending human-centered design-driven by direct consumer research-and strategy with modern platforms and technology to build digital experiences that make people think, feel and act. No matter what part of the customer experience you’re helping to enhance in your role — from research and strategy to design and development— you’ll feel valued as part of our Virtual-first yet cohesive, winning team culture.

In addition to our collaborative, creative work environment, we offer a full benefits package which includes:

• Competitive Pay
• Health, dental, and vision insurance
• Short-term and long-term disability
• Life Insurance
• Generous PTO program
• 401k with matching
• Training and Certification Reimbursement