Senior Strategist / CX Consultant in London

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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, Nestl e9, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave4, 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 a0s specialist health network, VML Health, is one of the worlds largest and most awarded health agencies. VML a0s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, S e3o Paulo, Shanghai, Singapore, and Sydney.

About WPP

WPP is the trusted growth partner for the worlds 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 SME for the consulting Customer Experience and Employee Experience offering.

What Youll Be Doing

• As CX Consultant, youll 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.
• Youll 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 journeys
• 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.
• Understanding of research methodologies, and ability to contribute to definition of research projects and utilise insights
• You will bring together CX, data and tech services to run joined up consultancy engagements for brands and retailers
• 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
• You will help grow your clients 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, we1 also prioritise your career development and help you grow your skills. We1 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.

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 processexclusively for secure, objective note-taking, never for evaluative judgments. This allows our team to be fully present with you. You are always welcome torequest a transcript of these notes or opt outof this feature at any time. Opting out will not impact the outcome of the interview process

We believe the best work happens when were together, fostering creativity, collaboration, and connection. That's why weve 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 andfollowalong on Instagram,LinkedIn, andX.

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