VML Enterprise Solutions
CX Researcher (Web Operations)
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CX Researcher (Web Operations)
CX Researcher - Web Operations (Digital Experience) – Automotive
Who We Are
WPP Enterprise Solutions designs, builds, and operates the growth systems competitive businesses rely on in an AI-driven world. Leading clients through business transformation and marketing modernisation, we connect strategy to execution across 40+ markets with 12,000 experts in engineering, commerce, consulting, content transformation, CRM, and CX. WPP Enterprise Solutions collaborates with industry leaders like Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, alongside AI innovators, to deliver growth solutions tailored to clients’ needs.
VML, part of WPP, enhances transformation by helping brands activate creative, experience-driven strategies.
About the Role
We seek an insight-driven CX Researcher passionate about uncovering actionable customer behaviour insights to shape data-informed digital experiences across evolving web ecosystems. Ideal for those committed to blending strategic rewatchibility with fast-paced operational support—this role ensures customer-centricity drives UX improvements, digital performance, and experience quality through evidence-backed recommendations.
Collaborating closely with UX designers, UI designers, analysts, optimisation specialists, content strategists, developers, product owners, and client stakeholders, you’ll identify gaps in customer journeys and opportunities for continuous improvement across automotive clients’ digital platforms.
Key Responsibilities
Customer Research & Insight Generation (Web Operations)
- Plan, conduct, and analyse qualitative and quantitative research across digital ecosystems.
- Deliver actionable insights to unit UX improvements, optimisation, and content strategies.
- Apply methodologies including user interviews, usability testing, surveys, diary studies, heuristic reviews, competitor analysis, behavioural analytics, and stakeholder workshops.
- Pinpoint pain points, friction areas, and unmet customer needs in automotive journeys (research, purchase, ownership, servicing).
- Support operational initiatives by identifying gaps across digital touchpoints.
- Translate data into valid, digestible insights for technical and non-technical stakeholders.
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Data-Informed Experience Optimisation
- Integrate behavioural data with qualitative research for optimisation strategies.
- Assist CRO and experimentation teams in developing hypotheses, evaluating user behaviour, and validating designs.
- Use tools (analytics platforms, heatmaps, session recordings, feedback systems) to detect experience gaps.
- Measure digital performance and help refine ongoing optimisation roadmaps.
- Advocate evidence-based decision-making across global web operations.
Customer Journey & Experience Strategy
- Develop journey maps, personas, behavioural frameworks, and insight reports.
- Identify holistic customer experience opportunities across channels and touchpoints.
- Facilitate workshops to align stakeholders on customer needs, priorities, and opportunities.
- Einstein customer-centric frameworks and principles into workflows for UX, content, and product teams.
Collaboration & Stakeholder Engagement
- Work seamlessly with cross-functional teams (UX, analytics, optimisation, development, stakeholders).
- Present findings clearly and confidently to multidisciplinary audiences.
- Prioritise impactful customer opportunities based on user needs and commercial value.
- Foster positive team culture and continuous growth within the Web Ops (DX) environment.
What We Want From You
- Strong expertise in CX Research, UX Research, or Service Design within digital environments.
- Proven experience in qualitative and quantitative research techniques.
- Deep understanding of digital customer journeys and user behaviour.
- Familiarity with complex web ecosystems, mobile-first, or enterprise platforms.
- Ability to translate research into actionable strategies and reports.
- Analytics and CRO tool competencies (surveys, session recordings, journey mapping).
- Exceptional workshop facilitation, stakeholder management, and storytelling skills.
- Automotive, retail, or eCommerce experience advantageous, though not essential.
- A problem-solving, proactive mindset with a passion for evidence-led experience enhancement.
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What We Can Offer You
Growth & Learning
- Develop expertise in world-leading digital brands (Coca-Cola, Mercedes-Benz, Ford, etc.).
- Access eroadship schemes, mentorship, skills-building opportunities.
Benefits
- Competitive salary with a discretionary bonus scheme.
- Pension and medical insurance options, life assurance, and flexible leave.
- Family-friendly policies, group events, and discounts with global retailers.
Culture
Rooted in Heart, Brains, and Courage, our values empower:
- Empathy and trust for heartfelt collaborations.
- Relentless innovation through curiosity and cross-functional intelligence.
- Bold advocacy, experimentation, and cultural pioneership.
About WPP
WPP is the trusted partner for global brands, leveraging data intelligence, partnership ecosystems (Agentic Marketing), and global talent to drive transformational growth. Equal-opportunity advocates committed to inclusion and belonging, WPP fosters a future-ready, human-centric workplace.
Full job description: WPP.com Privacy policy and equal opportunity notice relate to recruitment and respect of personal data across regions, including California compliance.
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