Senior Strategist / CX Consultant

<div class="content-intro"><h3><strong>Who We Are</strong></h3> <p>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 &amp; 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.</p> <p><strong>About WPP</strong></p> <p>WPP is the trusted growth partner for the world’s leading brands. We unite&nbsp;cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel&nbsp;in a single company –&nbsp;powered by exceptional talent and our agentic marketing platform, WPP Open,&nbsp;to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit&nbsp;<u><a href="http://wpp.com/" data-outlook-id="2714312b-312f-4651-9f88-d8a4e47547bc">WPP.com</a></u>.</p></div><p></p> <p></p> <h3>Senior CX Consultant wanted to join our Customer Experience team.</h3> <h3>The opportunity:</h3> <p>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.</p> <p>Reporting into the Head of UX &amp; CX Consultancy, this role serves as a SME for the consulting Customer Experience and Employee Experience offering<strong>.</strong></p> <h3>What you’ll be doing:</h3> <ul> <li>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 &amp; digital).</li> <li>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.</li> <li>You’ll pride yourself on your can-do attitude, flexible approach and ability to adapt processes to best suit client briefs.</li> <li>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.</li> </ul> <h3>What we want from you:</h3> <ul> <li>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</li> <li>Have in depth experience of CX for eCommerce and influencing physical and digital journey’s</li> <li>Experienced designing and leading CX engagements and facilitating workshops</li> <li>Experience Strategically leading the development of CX consultancy propositions and go-to-market strategies, helping scope new client engagements and involvement in pitches</li> <li>Prior Experience Creating frameworks and approaches to key CX consultancy offerings to give structure and confidence to&nbsp; customers.</li> <li>Contribute strategically to CX frameworks and tools, such as blueprinting, service ideation, journey mapping, and present to both to working groups and C-Suite.</li> <li>Understanding of research methodologies, and ability to contribute to definition of research projects and utilise insights</li> <li>You will bring together CX, data and tech services to run joined up consultancy engagements for brands and retailers</li> <li>You will 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</li> <li>You will help grow your client’s business by helping them develop their CX and EX initiatives and roadmap</li> </ul> <h3>What we can offer you:</h3> <p>Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise 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.</p> <p><strong>Permanent only:</strong><br>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.</p> <p>Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.</p> <p>We lead with&nbsp;<strong>Heart</strong>, fostering empathy and trust where genuine connections and human-centric work flourish.<br>We empower your&nbsp;<strong>Brains&nbsp;</strong>for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.<br>And we champion&nbsp;<strong>Courage</strong>, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.</p> <p></p> <p>&nbsp;</p> <p><em><strong><span class="TextRun SCXW109799401 BCX0" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW109799401 BCX0">How we use AI in the recruitment process:</span></span></strong><span class="LineBreakBlob BlobObject DragDrop SCXW109799401 BCX0"><strong> </strong></span><span class="LineBreakBlob BlobObject DragDrop SCXW109799401 BCX0"><span class="SCXW109799401 BCX0">&nbsp;</span><br class="SCXW109799401 BCX0"></span><span class="TextRun SCXW109799401 BCX0" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW109799401 BCX0">To ensure more focused and engaging conversations, we&nbsp;</span><span class="NormalTextRun SCXW109799401 BCX0">leverage</span><span class="NormalTextRun SCXW109799401 BCX0">&nbsp;AI in our recruitment process exclusively for secure, objective&nbsp;</span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW109799401 BCX0">note-taking</span><span class="NormalTextRun SCXW109799401 BCX0">, 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.</span><span class="NormalTextRun SCXW109799401 BCX0">&nbsp;Opting out will not&nbsp;</span><span class="NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW109799401 BCX0">impact&nbsp; the</span><span class="NormalTextRun SCXW109799401 BCX0">&nbsp;outcome of the interview process</span></span></em></p> <p>#LI-EMEA</p> <p></p><div class="content-conclusion"><p><span class="normaltextrun"><span lang="EN-GB"><span lang="EN-GB">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.</span></span></span></p> <p><span class="normaltextrun"><span lang="EN-GB">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.</span></span><span class="scxw176048299"><span lang="EN-GB">&nbsp;</span></span></p> <p><span class="scxw176048299"><span lang="EN-GB">VML is a WPP agency (NYSE: WPP). For more information, please visit  <a href="https://www.vml.com/" target="_blank">www.vml.com</a>, and follow along on&nbsp;<a href="https://www.instagram.com/vml_global/?hl=en">Instagram</a>, <a href="https://www.linkedin.com/company/vml/">LinkedIn</a>, and <a href="https://x.com/vml_global?lang=en">X</a>.</span></span></p> <p>When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our&nbsp;<a href="https://www.vml.com/recruitment-privacy-policy">Recruitment Privacy Policy</a>. California residents should read our&nbsp;<a href="https://www.vml.com/california-recruitment-privacy-notice">California Recruitment Privacy Notice</a>. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.</p></div>

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