Customer Experience (Cx) Analyst

If opportunity doesn’t knock, build a door. - Milton Berle

Come build your door with us. It’s what we do here.

At Paradigm, we make world-class software and deliver high-quality professional services for the building products industry. Our success is tied directly to our customers’ success, so we do what it takes to make sure they’re successful. And we know that we couldn’t do it without our awesome employees.

If you thrive in a dynamic, creative, professional, and fun environment, Paradigm could be the breath of fresh air you’ve been looking for. Check us out! We’d love to hear from you.

We are currently seeking a Customer Experience (CX) Analyst to join our team.

What You Will Do:

• You will act as the administrator for the WalkMe tool, and future Digital Adoptions tools, ensuring its effective usage and integration to enhance user onboarding and engagement.
• You will collaborate with product and services teams to define and implement custom solutions for Google Analytics & Digital Adoption tools for different products and features based on customer feedback and needs.
• You will assist in conducting usability heuristic evaluations and provide end-user focused feedback for product and custom development projects.
• You will debug, troubleshoot, and resolve configuration issues as needed for Google Analytics and Digital Adoptions tools, ensuring a smooth and seamless customer experience.
• You will act as the administrator for our Google Analytics and Google Tag Manager systems.
• You will generate regular reports and present information, analysis, and findings to internal and external stakeholders upon request, providing valuable insights into their user experience.
• You will create and manage tickets to track and document customer and internal requests.
• You will answer project team questions about end-user needs, referencing data collected through various methods.
• You will conduct user interviews and encourage customers to share their feedback, ensuring their needs are understood and prioritized.
• You will set, refine, and document best practices for end-user data collection, analysis, and reporting across products using tools such as heat map and optimization products, Google Analytics, Google Tag Manager, and WalkMe.
• You will leverage surveys and embedded feedback modules to collect user feedback and insights to drive improvements in the customer experience.
• You will work with internal and external stakeholders to ensure customer priorities are considered in the development and improvement of our products.

What You Need to Succeed:

• You have experience with: A/B testing platforms such as Optimizely, KissMetrics, WalkMe, and other optimization/heat map software.
• You have excellent communication and presentation skills to collaborate effectively with cross-functional teams and present findings to stakeholders.
• You have strong and proactive problem-solving skills and attention to detail to resolve configuration issues.
• You have proven experience in customer experience, data analysis, and leveraging customer feedback tools.
• You have familiarity with usability heuristics and application within the technical industry.
• You have the ability to work independently and as part of a team in a fast-paced environment.
• You have experience designing and conducting user studies and user testing research.
• You have a customer focused mindset with a passion for delivering exceptional user experiences.
• You have at least 2 years’ experience with JavaScript, CSS, Google Analytics, Google Tag Manager. Experience with Google Search Console and Looker preferred.
• Bachelor’s Degree in related field or an equal amount of related professional experience.
• You may be able to travel minimally (potentially international, you must be able to obtain a passport).
• You are familiar with modern software constructs and how to discuss them with non-technical & technical folks - but you know your limits & hand off to the appropriate teams when necessary.

Ready to Join? Apply now at myparadigm.com/careers