Senior Customer Experience Strategist

2 months ago

Cleveland, United States Paragon Full time

Paragon Consulting is looking for full-time Senior , seasoned CX Researcher/Strategist with demonstrated leadership to design and conduct research projects across touchpoints, develop insights, and craft transformational strategies. If you have curiosity of a researcher and the vision of a strategist, then wed like to talk with you.

Paragon Consulting, Inc. is located in Cleveland, Ohio. This position does allow for someone to work remote on a full-time basis.

**Responsibilities.**

* 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.

* Synthesize research findings from user research and other data sources (market research, usability research, site analytics, and secondary research) into actionable research findings 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.

* Work directly with client project teams to facilitate design sessions, provide feedback on wireframes, and lead definition of patterns and standards.

* Collaborate and consult with clients, team members, and other stakeholders to translate rough ideas and opportunities into clear concept models, tangible prototypes, and elegant screen designs.

* Be a champion for users' needs from requirements gathering through solution definition.

* Elicit requirements and fully document design work products.

* Participate in the full design and development cycle to ensure that creative innovations in user-centered design are faithfully delivered to our clients.

* Conduct detailed and executive research presentations to clients and internal teams.

* Contribute to development of new research practices, methods and deliverables.

**Qualifications.**

* Bachelor or Masters 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 design facilitation skills leading project teams in participatory and collaborative design sessions.

* Clear understanding of usability heuristics and experience performing real-time design evaluations.

* Demonstrated experience solving complex user (cognitive) problems through visual design, interaction design, and usability expertise. 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.

* Demonstrated skill applying research analysis methods such as affinity diagramming and statistical analysis.

* Excellent visual, verbal, and written communication skills, with the ability to effectively engage and convey ideas to technical and business teams with passion and diplomacy.

* Experience in Healthcare, Financial Services, and Retail industries is preferred.

* Willingness to submit to drug screening and background check (client requirement).

Our Benefits Include:

Individual and family health, dental, and vision insurance

Short-term and Long-term disability

Life Insurance

Paid Time Off

401k with matching

Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status, disability or any other consideration prohibited by law.

  • Marketing Strategist-Merchant Services

    1 month ago

    Cleveland, United States Huntington Bancshares Inc. Full time

    Description Summary: The Marketing Strategist will engage, activate and deepen customers with end-to-end multi-channel experiences for unique segments. The strategist will lead a cross-functional team representing design, digital, product and marketing to create customer-centered campaigns that deliver results to ultimately increase a customer's lifetime...

  • Demand Generation Paid Media Strategist

    2 months ago

    Cleveland, United States Kuno Creative Group, Inc. Full time

    Job DescriptionJob DescriptionYour role as the Paid Media Strategist includes the strategy, setup, execution, and ongoing optimization of the paid media (SEM) efforts for Kuno and clients of Kuno. Your goal is to help our clients build brand awareness, get found online, and capture and nurture leads to grow revenue.You will work across a variety of channels...

  • Demand Generation Paid Media Strategist

    2 months ago

    Cleveland, United States Kuno Creative Group, Inc. Full time

    Job DescriptionJob DescriptionYour role as the Paid Media Strategist includes the strategy, setup, execution, and ongoing optimization of the paid media (SEM) efforts for Kuno and clients of Kuno. Your goal is to help our clients build brand awareness, get found online, and capture and nurture leads to grow revenue.You will work across a variety of channels...

  • Customer Service Supervisor

    3 weeks ago

    Cleveland, United States Senior Transportation C Full time

    Job DescriptionJob DescriptionJoin a young and energetic nonprofit organization working hard to help its community's seniors and disabled persons maintain their independence by providing door-to-door transportation for their daily travel needs. Senior Transportation Connection is looking for a Customer Service Supervisor. The Supervisor is responsible...

  • Customer Experience Coordinator

    3 weeks ago

    Cleveland, United States Everstream Solutions Full time

    Job Title: Customer Experience Coordinator: Carrier, Wholesale, Wireless Location: Cleveland, OH Reports to: Manager, Customer Experience Everstream is seeking a customer experience coordinator specializing in data entry & order management of carrier, wholesale, wireless customers. This position will be assisting in the management of our top customers in the...

  • Customer Experience Associate

    2 months ago

    Cleveland, United States Hertz Full time $16

    Starting wage is $16.25 per hour.Essential Requirements:High School Diploma or equivalent.Passion for customer service with 100% customer focus.2 year of customer service experience.Ability to handle multiple tasks and have good organizational skills.Allowed to legally drive a vehicle.Ability to work any schedule to include nights, weekends, and holidays...

  • Customer Experience Associate

    2 months ago

    Cleveland, United States TJX Companies, Inc. Full time

    Style is never in short supply at our more than 1,000 TJ Maxx stores. They all have different products, but the same commitment to the thrill of the find. From designers straight off the runway to statement jewelry, we offer exciting surprises that make the everyday a little more fun. Same with working here. Our environment is ever-changing, yet always...

  • Senior Care Driver

    2 months ago

    Cleveland, United States Senior Transportation C Full time

    Job DescriptionJob Description ​​​​Senior Transportation Connection (STC) provides coordinated, efficient and affordable transportation to seniors and adults with disabilities throughout Cuyahoga County. We serve individuals who have mobility challenges due to age, lack of access, disability, frailty or inability to drive. More than 12,000 registered...

  • Senior Care Driver

    3 weeks ago

    Cleveland, United States Senior Transportation C Full time

    Job DescriptionJob Description ​​​​Senior Transportation Connection (STC) provides coordinated, efficient and affordable transportation to seniors and adults with disabilities throughout Cuyahoga County. We serve individuals who have mobility challenges due to age, lack of access, disability, frailty or inability to drive. More than 12,000 registered...

  • Seasonal Customer Experience Specialist

    3 weeks ago

    Cleveland, United States WizeHire Full time

    The Peach Truck - Cleveland/Akron Area • Cleveland , OH , US Posted 8 days ago Description Join The Peach Truck as a Customer Experience Specialist, where you'll play a critical role in providing exceptional service and fostering a positive environment for our customers. Your responsibilities will encompass various aspects of customer engagement, problem...

  • Seasonal Customer Experience Specialist

    2 months ago

    Cleveland, United States The Peach Truck - ClevelandAkron Area Full time

    Job DescriptionJob DescriptionJoin The Peach Truck as a Customer Experience Specialist, where you'll play a critical role in providing exceptional service and fostering a positive environment for our customers. Your responsibilities will encompass various aspects of customer engagement, problem resolution, and promoting a customer-first culture. Other...

  • Customer Experience Associate I

    4 weeks ago

    Cleveland, United States JACK Entertainment Full time

    The Customer Experience Associate will also work with multiple teams to improve the customer experience and ensure all customers have a positive experience within the JACK Entertainment brand. This will involve working with customer support colleagues, team managers, and Jack Entertainment casino clients to provide a world-class customer experience....

  • Customer Experience Associate I

    1 month ago

    Cleveland, United States JACK Cleveland Casino LLC Full time

    Job DescriptionJob DescriptionThe Customer Experience Associate will also work with multiple teams to improve the customer experience and ensure all customers have a positive experience within the JACK Entertainment brand. This will involve working with customer support colleagues, team managers, and Jack Entertainment casino clients to provide a world-class...

  • Customer Experience Specialist

    2 months ago

    Cleveland, United States Best Buy Full time

    **Customer Experience Specialist (Advisor) - Job Details** **Customer Experience Specialist (Advisor)** Share Job **Overview** Part Time Entry Level Store Associates You are in for some awesome perks (Part-time and Full-time benefits based on your role and tenure) * Backup childcare * Tuition assistance for yourself and dependents * Generous employee...

  • Senior Patient

    4 weeks ago

    Cleveland, United States Compass Group Full time

    Senior Patient (Food Service) Experience ManagerClick Here to Apply OnlineJob Description Morrison Healthcare Salary: $63-67KOther Forms of Compensation: Schedule: Monday - Friday, some weekends Morrison Healthcare is a leading national food and nutrition services company exclusively dedicated to serving more than 600 hospitals and healthcare systems....

  • Customer Experience

    2 months ago

    Cleveland, United States Longwood University Full time

    . This may cause Handshake to work improperly. ** Customer Experience & Event Planner (458626)** **Position Title: MEETING/EVENT PLANNER** **Location: Redmond, WA** **A family of companies and experiences** As the leading foodservice and support services company, Compass Group USA is known for our great people, great service and our great results. If youve...

  • Customer Experience Lead-Beachwood Place PINK

    2 months ago

    Cleveland, United States Victoria's Secret Full time

    Description A Victoria’s Secret & Co Customer Experience Lead is a values-based leader who delivers exceptional customer and associate experiences to drive and grow top-line sales. Based on store volume, this role reports to either the Store Manager or the Customer Experience Manager. Primary Responsibility: The Customer Experience Lead is...

  • Customer Experience Representative- Cleveland Hopkins Airport

    3 weeks ago

    Cleveland, United States Enterprise Holdings Full time

    Overview: Get on the fast track to a more rewarding career with National Car Rental and Alamo Rent A Car - teams that are committed to quality, innovation, customer satisfaction and employee development. We are a multi-billion dollar industry leader that is rapidly expanding and growing. At National and Alamo, exciting careers and opportunities are made...

  • Customer Experience Banker

    1 week ago

    Cleveland, United States Huntington Bancshares, Inc. Full time

    Description Summary: Our branch banking roles offer a welcoming and inclusive team environment where you are empowered every day to help our customers achieve their financial goals. Our branch colleagues have an opportunity to share ideas and voice opinions that directly impact our customers, our bank, and our communities for the better. As a Customer...

  • Supervisor, Call Center

    4 weeks ago

    Cleveland, United States Senior Transportation C Full time

    Job DescriptionJob DescriptionJoin a young and energetic nonprofit organization working hard to help its community's seniors and disabled persons maintain their independence by providing door-to-door transportation for their daily travel needs. Senior Transportation Connection is looking for a Supervisor for its Call Center. The Supervisor is responsible...