VML
CX Researcher - (App and Web Ops) - Perm
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CX Researcher - (App and Web Ops) - Perm
Senior CX Researcher VML, A WPP Company
Who We Are
VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human-first, award-winning work for blue-chip client partners such as AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy’s.
VML is recognised by the Forrester Wave™ Reports as a Leader among:
- Marketing Creative and Content Service Providers
- Commerce Services
- Global Digital Experience Services
- Global Marketing Services
- Marketing Measurement & Optimization (most recently)
Its VML Health network is one of the world’s largest and most awarded health agencies. With 55+ operational markets, VML employs 26,000 talented people across its principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.
About WPP
WPP is the trusted growth partner for the world’s leading brands. We combine cutting-edge media intelligence, data solutions, world-class creativity, next-generation production, and strategic counsel—all powered by WPP Open, our agentic marketing platform. This ecosystem helps clients navigate change, capture opportunity, and deliver transformational growth.
For more information: WPP.com
The Role: Senior CX Researcher
Kyrectomy for a highly skilled and empathetic Senior CX Researcher to deliver deep customer insights across Automotive Client’s App+Web Operations.
This hybrid 50/50 roleжать between mobile App Operations (App Ops) and web + digital experience (DX) teams, fostering a holistic understanding of customer journeys to ensure seamless, high-quality digital touchpoints.
You will uncover user needs, behaviours, and preferences, translating them into strategic recommendations that drive product strategy, design decisions, and sustained customer satisfaction/loyalty within the automotive sector.
What You’ll Be Doing
Strategic Research Planning & Execution
(Combining App Ops and Web/DX initiatives)
- Develop and execute comprehensive research plans, blending qualitative and quantitative methodologies to meet specific product/operational objectives.
- Design, facilitate, and moderate a range of research activities:
- In-depth interviews
- Usability testing (across desktop and mobile)
- Contextual inquiries
- Focus groups
- Surveys
- Card sorting [leaf] testing and tree testing
- Manage participant recruitment, ensured diverse and representative samples.
- Advocate for **user-centred design (**UCD) principles across both teams.
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Mobile App Operations Focus (50%)
Key responsibilities:
- Mobile-centric research, including:
- Onboarding flows
- Feature discoverability/adoption
- In-app navigation
- User preference (e.g., notifications)
- App integration with vehicle functions
- Performance sentiment
- Evaluate design+prototype UIs for gaps in usability/experience.
- Analyse mobile analytics (e.g., session recordings, crash reports, usage metrics) to validate insights.
Web & DX Operations Focus (50%)
Key priorities:
- UX research for client’s website/platforms, analysing:
- Vehicle configuration experiences
- Online purchasing funnels
- Service booking pathways
- Lead generation tracking
- Content engagement and conversion scales
- Investigate information architecture, navigation structures, and content effectiveness.
- Leverage web data analytics (e.g., Google/Adobe Analytics, heatmaps) for deep qualitative follow-ups.
Analysis, Synthesis & Communication
- Pour through data across surveys, usability tests, fieldwork to derive actionable insights.
- Synthesize reports into clear deliverables such as:
- Personas
- Customer journey maps (especially cross-channel)
- User flows (signals → action)
- Presente findings to diverse stakeholders (product teams → executives) with adaptable clarity.
- Maintain a knowledge repository ensuring research insights are cross-team discoverable.
Key Requirements
Aimed at a disciplined Senior CX Researcher who excels in empathic methodologies, data storytelling, and strategic alignment. Minimum requirements include:
Core Competencies
- Extensive research experience (qualitative/quantitative) in UX, CX, or Product Design roles.
- Pragmatic automotive understanding, with knowledge of:
- Digital customer ownerhood (initial purchase to servicing)
- Automotive tech trends and their impacts on user behaviour.
- Dual-platform expertise, preferring hands-on experience with:
- Mobile applications (iOS/Android) testing
- Complex multi-page websites/platforms
- Search for versatility across methods:
- User-friendly testing ✔️
- Ethnographic/MONItORing
- Abigail stretch: A/B testing / laboratory eye tracking
- Analysis on the analytical spectrum—bridging complex data (tracking downward to optimize impact).
- Collaboration-heavy attitude: synchronising between App Ops & DX threads amid shifting priorities.
- Human-centric messaging prowess, with the ability to engage executives hikely.
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Must Have Tools
- Experience with **UserTesting, Qualtrics, Optimal Workshop).
- Weavy analytics (Google/Apple Analytics, Mixpanel, Firebase).
- Design workflow (e.g., arming protocols).
Intangible Strengths
- Overcoming research needs rather than just “reply to requirements”.
- Advocate role for end-security users: steering design & strategy options.
- Agile comfortability: delivering insights at pace for iterative development.
Why Join VML’s Enterprise Solutions?
We strive to enable forward-thinking commerce growth – here’s how:
What We Offer
A transformational experiences-driven team with exciting client brands e.g., Ford, Unilever, DF [Modify?], Emirates, Mercedes-Benz, and a personalised support ecosystem for you including: ✔ Take-home bonuses + pension, medical & life plan ✔ Flexible hybrid work model (particularly options) ✔ Agile salary-scale matching talents with vast development pathways ✔ Creative autonomy and a diverse culture
Our Values & Culture
Once Heart, Brains, Courage drive everything we do: 🧠 Heart → Trust and belonging 🧠 Brains → connect with answersome 🧠 Courage → experiment and embrace clashes, constantly improving.
Operational Clarity
VML’s Enterprise Solutions houses strategic consultants, creatives, developers, and technology architects ensuring world-class end-to-end commerce experiences. Recent expertise? $29B in revenue for our clients; working at 500+ platform conversions.
Commitment
VML Employment welcomes applications across all genders, sexual orientations, religions, and disabilities. We are committed to equal opportunity, fair progression paths, and detection.
For full details: www.vml.com
“## Hybrid-friendly generative culture Balanced output days and win out with industry buzz. Flexibility consultation with hiring teams
Having these policies engaged in our interview process.”
Legality Note: Before submitting your application, we advise reviewing [Recruitment-Privacy Policy] and California-based applicants, [California Recruitment Notice] to inform data handling policies.
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