Senior Customer Experience Strategist (Research)

Cleveland, Ohio, United States | Strategy & Experience | Full-time | Fully remote


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 we’d 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.


  • 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.


  • 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 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.