At a Glance
- Tasks: Conduct research to uncover customer insights and improve digital experiences.
- Company: Join VML, a leading creative agency known for innovative work with top brands.
- Benefits: Enjoy a competitive salary, bonuses, training, and discounts with retailers.
- Other info: Be part of a culture that values empathy, innovation, and courage.
- Why this job: Make a real impact on customer journeys in a dynamic, collaborative environment.
- Qualifications: Experience in CX or UX research and strong communication skills required.
The predicted salary is between 40000 - 50000 £ 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. We are seeking an experienced and insight‑driven CX Researcher to join a dedicated Web Operations (Digital Experience – DX) team supporting a high‑profile automotive client. This role is ideal for someone passionate about understanding customer behaviour, uncovering actionable insights, and helping shape data‑informed digital experiences across complex web ecosystems.
Working closely with UX Designers, UI Designers, Analysts, Optimisation specialists, Content Strategists, Developers, Product Owners, and client stakeholders, you will play a key role in identifying customer needs, pain points, behaviours, and opportunities across the client’s digital platforms. You will help ensure customer insight sits at the centre of experience design, optimisation, and operational decision‑making across the Web Ops (DX) environment.
This is a highly collaborative role suited to someone comfortable balancing strategic research initiatives with fast‑paced operational support, helping continuously improve customer journeys, digital performance, and overall experience quality through evidence‑based recommendations.
Key Responsibilities- Plan, conduct, and synthesise qualitative and quantitative research activities across the client’s web ecosystem.
- Deliver actionable customer insights that help shape UX improvements, optimisation initiatives, content strategies, and broader digital experience decisions.
- Conduct a range of research methodologies including user interviews, usability testing, surveys, diary studies, heuristic reviews, competitor analysis, behavioural analysis, and stakeholder workshops.
- Analyse customer pain points, friction areas, and unmet needs across key automotive customer journeys including research, purchase consideration, ownership, and servicing experiences.
- Support ongoing operational and optimisation initiatives by identifying opportunities for continuous improvement across digital touchpoints.
- Translate complex findings into clear, digestible insights and recommendations for both technical and non‑technical stakeholders.
- Collaborate closely with analytics and optimisation teams to combine behavioural data with qualitative customer insight.
- Support CRO and experimentation initiatives by helping define hypotheses, evaluate user behaviour, and validate design decisions.
- Use analytics platforms, heatmaps, session recordings, surveys, and customer feedback tools to identify experience improvement opportunities.
- Help measure the effectiveness of digital experiences and contribute to ongoing optimisation roadmaps.
- Advocate for evidence‑based decision making across the wider DX team and client organisation.
- Develop customer journey maps, personas, behavioural frameworks, and insight reports that support experience strategy and design decision‑making.
- Help identify end‑to‑end customer experience opportunities across multiple channels and touchpoints.
- Support workshops and collaborative sessions to align stakeholders around customer needs, priorities, and opportunity areas.
- Contribute to the definition of customer‑centric frameworks, principles, and ways of working within the Web Ops (DX) team.
- Ensure customer insight is effectively integrated into product, content, UX, and optimisation workflows.
- Work collaboratively with UX Designers, UI Designers, Content Strategists, Analysts, Developers, Product Owners, Program Managers, and client stakeholders.
- Present research findings, insights, and recommendations clearly and confidently to diverse audiences ranging from delivery teams to senior stakeholders.
- Collaborate with cross‑functional teams to ensure research outputs are actionable, measurable, and aligned to business objectives.
- Support the prioritisation of customer experience opportunities based on user impact, feasibility, and commercial value.
- Contribute positively to team culture, research maturity, and continuous improvement initiatives within the DX team.
- Strong experience in CX Research, UX Research, Service Design Research, or related customer insight disciplines within digital environments.
- Proven experience conducting and synthesising both qualitative and quantitative research methodologies.
- Strong understanding of digital customer journeys, user behaviour analysis, and customer‑centred design principles.
- Experience working across complex web ecosystems, digital products, or enterprise‑level platforms.
- Ability to translate research findings into clear, actionable insights and strategic recommendations.
- Strong experience creating research outputs including journey maps, personas, insight reports, workshop outputs, and behavioural analysis.
- Familiarity with analytics, experimentation, CRO, and behavioural insight tools and methodologies.
- Strong workshop facilitation, stakeholder engagement, and presentation skills.
- Comfortable working within fast‑paced operational environments managing multiple concurrent priorities and research requests.
- Strong collaboration skills with the ability to work effectively across UX, UI, analytics, optimisation, content, and development teams.
- Excellent communication and storytelling skills with the ability to simplify complex information for varied audiences.
- Automotive, retail, eCommerce, or premium consumer brand experience is advantageous but not essential.
- A proactive, curious, and solutions‑focused mindset with a passion for improving customer experiences through insight‑led decision making.
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.
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.
CX Researcher (Web Operations) employer: Dormont Manufacturing Co
VML, part of WPP, is an exceptional employer that champions a culture of empathy, innovation, and courage, making it an ideal workplace for a CX Researcher. With a strong focus on employee growth through training opportunities and a comprehensive benefits package, including a discretionary bonus scheme and family-friendly policies, VML fosters a collaborative environment where your insights can drive meaningful change in customer experiences. Located in vibrant cities like London, you will be part of a global network that values diverse perspectives and encourages bold solutions, ensuring your contributions are recognised and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land CX Researcher (Web Operations)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. 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 Dormont Manufacturing Co 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 CX Researcher (Web Operations)
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 Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co 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 Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨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.
