Senior Strategist / CX Consultant

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. 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 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. 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: You will have 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 Have in depth experience of CX for eCommerce and influencing physical and digital journey’s Experienced designing and leading CX engagements and facilitating workshops Experience 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 to working groups and C-Suite.