VML Enterprise Solutions
CX Researcher - (App and Web Ops) - Perm
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CX Researcher - (App and Web Ops) - Perm
Senior CX Researcher – Automotive Digital Experience (Hybrid: App & Web Operations)
Who We Are
WPP Enterprise Solutions designs, builds, and operates growth systems that competitive businesses rely on, shaping how companies drive growth through business transformation and marketing modernization.
WPP Enterprise Solutions and its division VML collaborate to help brands activate transformation through creativity, experience, and strategy. This role sits at the intersection of Mobile App Operations (App Ops) and Web/Digital Experience (DX) for a leading automotive client.
About the Role
We are seeking a highly skilled and empathetic Senior CX Researcher to deliver deep customer insights across our client's App Operations and Web Operations (DX)—a hybrid role split 50/50 between both teams.
Key Responsibilities
- Act as the voice of the customer, influencing product strategy, design, and cross-channel experiences.
- Drive user-centered research to maximise engagement, satisfaction, and loyalty in the automotive digital ecosystem.
- Influence growth by translating insights into actionable recommendations for app experiences, mobile app engagement, and web conversion flows.
What You’ll Be Doing
Strategic Research Planning & Execution
- Develop and execute qualitative and quantitative research plans tailored to product imperatives in both app and web.
- Design and moderate research methods, including:
- In-depth interviews
- Usability testing (mobile/desktop)
- Focus groups
- Surveys
- Card sorting & tree testing
- Recruit diverse participant samples, ensuring research rigor and representation.
- Advocate user-centered design principles across App Ops & Web Ops/DX.
App Operations Focus (50% Focus)
- Research mobile app user behaviour, including:
- Onboarding flows
- Feature adoption & discoverability
- Navigation UX
- Notification preferences
- Integration with vehicle systems
- Analyse mobile analytics (crash reports, session recordings) to validate findings.
- Identify pain points and usability challenges in the app lifecycle.
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Web Operations Focus (50% Focus)
- Investigate cross-channel user journeys, such as:
- Vehicle quotation & purchase
- Service booking
- Lead generation
- Brand engagement
- Assess website information architecture, content effectiveness, and conversion funnels.
- Leverage web analytics (e.g., Google Analytics, Adobe Analytics) to drive qualitative insights.
Analysis, Synthesis & Communication
- Turn research data into clear, compelling narratives (e.g., journey maps, personas, user flows).
- Present findings to multi-functional stakeholders, from product teams to executives.
- Maintain a scalable research library for broader team adoption.
- Turn insights into actionable design & business recommendations.
What We Want from You
Core Requirements
✔ 6+ years as a Senior CX/UX Researcher, with mastery of qualitative/quantitative methods. ✔ Deep automotive industry knowledge, including digital services, vehicle ownership, and retail. ✔ Dual-expertise: Proficiency in mobile app (iOS/Android) and web platform research. ✔ Methodologies mastery, including:
- Usability testing
- In-depth interviews
- Surveys & analytics
- A/B testing, ethnography, contextual inquiry ✔ Analytical & data-driven, able to synthesise multiple data sources into impactful insights. ✔ Agile & collaborative multitasker, balancing App Ops & Digital Experience (DX) priorities. ✔ Storyteller & influencer, presents research clearly and persuasively to varyron stakeholders. ✔ Tool proficiency:
- Research: UserTesting, Qualtrics, Optimal Workshop
- Analytics: Google/Mixpanel Analytics
- Collaboration: Figma, Jira (prototype evaluation) ✔ Proactive & growth-driven, recognising gaps and framing strategic opportunities.
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Soft Skills & Mindset
- Empathy for users, advocating relentlessly for customer needs in decision-making.
- Comfort with agile environments, delivering rapid, iterative insights.
- Ownership mindset, het-driven, and proactive in framing problems.
What We Can Offer You
| Opportunities | Development & Culture |
|---|---|
| Forging passionate careers with global brands. | |
| 🔹 Competitive compensation & discretionary bonus | |
| 🔹 Pension, private medical insurance, life assurance | |
| 🔹 Family-friendly policies | |
| 🔹 Training & skill advancement |
At VML Enterprise Solutions
We’re a community of 4,200+ experts globally, delivering cutting-edge solutions for brands like Ford, Bosch, Mercedes-Benz, and Coca-Cola.
Join a culture built on Heart, Brains, and Courage:
💛 Heart: Human-centric work that builds trust and empathy. 🧠 Brains: Unlocking collaborative innovation to solve complex challenges. ⚠️ Courage: Empowering excellence, ** experiments, and ambition**.
Collaborate with partners like: ★ Adobe | AWS | Salesforce | Shopify | Google | Microsoft
About WPP
WPP ** drives transformational growth** for the world’s leading brands, powered by trusted data, open creativity, and award-winning partnerships.
We’re an equal-opportunity employer. WPP VML/WPP Enterprise Solutions values equity, belonging, and career growth for all.
This position is permanent only.
[Function and Organisation: VML Enterprise Solutions; Global specialism: Automotive CX BN – Belves Digital]
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