At a Glance
- Tasks: Lead customer experience projects and optimise digital products for top brands.
- Company: Join VML, a creative powerhouse part of WPP, known for innovative work.
- Benefits: Enjoy a competitive salary, bonuses, training, and flexible working options.
- Other info: Be part of a dynamic team with a culture that values heart, brains, and courage.
- Why this job: Make a real impact on customer experiences for global brands.
- Qualifications: Experience in CX consultancy and strong problem-solving skills required.
The predicted salary is between 60000 - 80000 £ per year.
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 as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services, and Marketing Measurement & Optimization. VML's specialist health network, VML Health, is one of the world's largest and most awarded health agencies.
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 for the consulting Customer Experience and Employee Experience offering.
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 and services.
You will have experience supporting Clients with CX consultancy services concentrating on new product development, roadmap definition, experience management, and support in the creation of business cases. You will have in-depth experience of CX for eCommerce and influencing physical and digital journeys.
Experience strategically leading the development of CX consultancy propositions and go-to-market strategies, helping scope new client engagements and involvement in pitches is essential. You will contribute strategically to CX frameworks and tools, such as blueprinting, service ideation, journey mapping, and present to both working groups and C-Suite.
You will bring together CX, data, and tech services to run joined-up consultancy engagements for brands and retailers. You will help grow your clients' business by helping them develop their CX and EX initiatives and roadmap.
Alongside the opportunity to work with some of the most exciting brands around the world, we prioritise your career development and help you grow your skills. We empower you to make a difference, allow you to be yourself, and respect who you are.
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.
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.
Senior Strategist / CX Consultant employer: Bav Group México
VML is an exceptional employer that champions creativity and collaboration, offering a dynamic work culture where innovation thrives. With a commitment to employee growth, VML provides ample opportunities for professional development and the chance to work with prestigious clients in a hybrid environment that fosters connection and flexibility. Located in vibrant cities like London, employees benefit from a diverse and inclusive atmosphere that values every individual's contribution, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Strategist / CX Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bav Group México. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bav Group México before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Strategist / CX Consultant
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bav Group México:Your cover letter is your chance to shine! Tell us why you want to work at Bav Group México specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bav Group México!
How to prepare for a job interview at Bav Group México
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
