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CX Researcher (Web Operations)
Customer Experience Researcher (Web Operations – Digital Experience) at VML
Who We Are
VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce to create connected brands driving growth. Recognised in Forrester Wave™ Reports as a Leader among marketing creative and content service providers, VML works with global blue-chip clients, including:
- AstraZeneca
- Colgate-Palmolive
- Dell
- Ford
- Microsoft
- Nestlé
- The Coca-Cola Company
- Wendy’s
VML’s health specialist arm, VML Health, is also one of the world’s largest and most awarded agencies. With 26,000+ talented people across 55+ markets and principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney, VML’s global network is powered by a human-first, innovative approach.
WPP itself is the trusted growth partner for the world’s leading brands, offering cutting-edge media intelligence, creativity, data solutions, and strategic counsel—united in a single, agile platform.
About the Role
We’re seeking an **experienced and insight-driven Customer Experience (CX) Researcher to join our Digital Experience (DX) team, supporting a high-profile automotive client.
In this role, you’ll:
- Identify customer needs, pain points, and behaviours across complex web ecosystems.
- Bridge research insights with UX, design, analytics, and optimisation teams to refine digital experiences.
- Advocate for evidence-based decision-making to improve customer journeys and operational strategies.
You’ll thrive in a collaborative, fast-paced environment, balancing strategic research with operational support, ensuring data-driven improvements across the web experience.
Key Responsibilities
Customer Research & Insight Generation
- Plan and conduct qualitative (e.g., user interviews, workshops, diary studies) and quantitative (e.g., surveys, behavioural analysis) research across the client’s web platforms.
- Uncover actionable insights to shape:
- UX and UI improvements
- Content strategies
- Optimisation initiatives
- Focus on key automotive customer journeys, including:
- Research & consideration
- Purchase decision-making
- Post-purchase ownership and servicing experiences
- Translate complex data into clear, stakeholder-friendly recommendations.
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Data-Informed Experience Optimisation
- Collaborate with analytics, testing, and optimisation teams to combine:
- Behaviourial data
- Qualitative insights
- Support conversion rate optimisation (CRO) and experimentation efforts:
- Define hypotheses
- Evaluate user behaviour
- Validate design decisions
- Use tools like heatmaps, session recorders, and surveys to ID opportunities for improvement.
- Advocate for measured, data-backed decision-making across the DX team.
Customer Journey & Experience Strategy Support
- Develop:
- Customer journey maps
- Personas & behavioural frameworks
- Insight reports for strategy alignment
- Identify multi-channel experience touchpoints and opportunities.
- Facilitate stakeholder workshops to align around customer needs.
- Ensure CX insights integrate seamlessly into product, content, and optimisation workflows.
Collaboration & Stakeholder Engagement
- Work with UX/UI designers, analysts, developers, product owners, and client stakeholders to share findings.
- Present research insights clearly to diverse audiences—from delivery teams to senior leadership.
- Prioritise improvement initiatives based on user impact, feasibility, and commercial value.
- Foster a positive, collaborative culture focused on continuous learning and improvement.
What We Want From You
Essential
- Proven experience in CX/UX research (including qualitative and quantitative methodologies).
- Strong grasp of digital customer journeys, user behaviour, and customer-centred design.
- Ability to translate research into actionable, measurable strategies.
- Familiarity with analytics tools (e.g., GA4, heatmaps) and experimentation frameworks.
- Experience creating journey maps, personas, and workshop outputs.
- Workshop facilitation and stakeholder communication skills for varied audiences.
- Comfort facilitating in a fast-paced, operational environment with multiple priorities.
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Advantages & Mindset
- Automotive, retail/eCommerce, or B2C experience is a plus.
- Customer-centric problem-solving and a solutions-focused mindset.
- Strong storytelling ability to simplify complex findings for non-researchers.
What We Can Offer You
Career & Growth
- Work with global brands, including Ford, Microsoft, and Nestlé.
- Hybrid work model (avg. 4 office days/week), with flexibility discussed.
- Continuous learning through training opportunities.
Benefits Package
- Competitive salary and discretionary bonus.
- Pension, medical insurance, life assurance for comprehensive coverage.
- Family-friendly policies and social event access.
- Discounts with 100+ retailers and holiday buy/sell options.
Our Values: Heart, Brains, and Courage
- Heart: Empathy at the core; trust and human-centric work.
- Brains: Incremental innovation through curiosity and collaboration.
- Courage: Experiment boldly and challenge the status quo.
Work Environment
- Enterprise Solutions division drives digital experience growth for global brands (e.g., Mercedes-Benz, Johnson & Johnson).
- Over 4,200 experts across 34 countries collaborate to shape best-in-class commerce solutions.
- Agile and inclusive culture designed to foster creativity and collaboration.
Inclusivity & Compliance
- WPP (NYSE: WPP) is an equal opportunity employer—we promote diversity and inclusion.
- Join our global team in shaping the future of digital customer experiences.
For more details, visit www.vml.com.
Note: HR policies apply, including our Recruitment Privacy disclosures.
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