VML
Senior Strategist / CX Consultant
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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 including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services, and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with 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 unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions, and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity, and deliver transformational growth. For more information, visit WPP.com.
Senior CX Consultant wanted to join our Customer Experience team.
The opportunity:
This is an amazing opportunity for an experienced CX Consultant, to join our rapidly expanding CX team, where you will work alongside Leads in UX and UI design, Optimisation, and Consulting.
Reporting into the Head of UX & CX Consultancy, this role serves as a Subject Matter Expert (SME) for the consulting Customer Experience and Employee Experience offering.
What you’ll be doing:
As CX Consultant, you’ll be a natural problem solver, who has planned, run, and delivered customer experience optimisation and/or transformation projects across customer touchpoints (physical & digital).
You will be an expert at getting under the hood of complex problems, facilitating workshops, and using design-thinking methods and techniques to improve digital products, services, and enable organisations to embrace design-thinking and customer-centric practices.
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You’ll pride yourself on your can-do attitude, flexible approach, and ability to adapt processes to best suit client briefs.
As a thought leadership in customer experience, you will have a high-level understanding of eCommerce technology, and be able to communicate effectively at all levels, including C-Level stakeholders.
What we want from you:
- Experience supporting Clients with CX consultancy services – concentrating (albeit not exclusively) on new product development, roadmap definition, experience management, and support in the creation of business cases.
- In-depth experience of CX for eCommerce and influencing physical and digital journeys.
- Experienced designing and leading CX engagements and facilitating workshops.
- Experienced strategically leading the development of CX consultancy propositions and go-to-market strategies, helping scope new client engagements, and involvement in pitches.
- Prior Experience Creating frameworks and approaches to key CX consultancy offerings to give structure and confidence to customers.
- Contribute strategically to CX frameworks and tools, such as blueprinting, service ideation, journey mapping, and present to both working groups and C-Suite.
- Understanding of research methodologies, and ability to contribute to the definition of research projects and utilize insights.
- Bring together CX, data, and tech services to run joined-up consultancy engagements for brands and retailers.
- Bring new ways of working, innovative ideas, and experiences to our teams and be passionate about making the difference both in the short term but also embedding these into the longer-term culture of our Business.
- Help grow your client’s business by helping them develop their CX and EX initiatives and roadmap.
What we can offer you:
Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritize your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.
Permanent only:
We offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family-friendly policies, discounts with hundreds of retailers, and much more.
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Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains, and Courage.
- We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish.
- We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.
- And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.
How we use AI in the recruitment process:
To ensure more focused and engaging conversations, we leverage AI in our recruitment process exclusively for secure, objective note-taking, never for evaluative judgments. This allows our team to be fully present with you. You are always welcome to request a transcript of these notes or opt out of this feature at any time. Opting out will not impact the outcome of the interview process.
#LI-EMEA
We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
VML is a WPP agency (NYSE: WPP). For more information, please visit www.vml.com, and follow along on Instagram, LinkedIn, and X.
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