At a Glance
- Tasks: Conduct research to enhance customer journeys for a high-profile automotive client.
- Company: Join VML, a leading creative company known for innovative work with top global brands.
- Benefits: Gain valuable experience, develop your skills, and work in a supportive, inclusive environment.
- Other info: Enjoy a hybrid work model and be part of a culture that values creativity and collaboration.
- Why this job: Make a real impact on customer experiences while collaborating with talented professionals.
- Qualifications: Experience in CX Research or related fields, with strong analytical and communication skills.
The predicted salary is between 63000 - 77000 £ per year.
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 Astra Zeneca, 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.
For more information, visit WPP. com.
**This is a short term contract role and we are looking for you to start in early August. ****We are seeking an experienced and insight‑led CX Researcher to join a dedicated Customer Journey workstream supporting a high‑profile automotive client.
This role is focused on understanding and improving the end‑to‑end customer journey across key automotive experiences — from initial brand discovery and vehicle research through to purchase, ownership, servicing, retention, and loyalty interactions.
Working closely with CX Strategists, UX Designers, Service Designers, Analysts, Content Strategists, Product teams, and client stakeholders, you will help uncover customer needs, pain points, behavioural patterns, and opportunity areas across both digital and broader connected customer experiences.
You will play a critical role in ensuring customer insight directly informs journey design, prioritisation, service improvements, and strategic decision‑making across the account.
This is a highly collaborative role suited to someone who enjoys connecting customer behaviour, operational realities, and business objectives into actionable recommendations that improve experience quality and drive measurable outcomes.
- Key Responsibilities:** **Customer Journey Research & Insight Generation:
- Plan and conduct qualitative and quantitative customer research focused on understanding end‑to‑end automotive customer journeys across multiple touchpoints and channels.
- Identify customer pain points, unmet needs, behavioural drivers, and moments of friction throughout the ownership and purchase lifecycle.
- Conduct a range of research methodologies including customer interviews, contextual research, surveys, usability testing, diary studies, journey reviews, ethnographic research, and stakeholder workshops.
- Synthesise complex research findings into clear, actionable insights that inform customer journey improvements and strategic recommendations.
- Support journey‑focused discovery initiatives across areas such as vehicle research, online and offline purchasing experiences, ownership journeys, servicing, aftersales, retention, and loyalty.
- Help establish a deeper understanding of evolving customer expectations within the automotive landscape.**Customer Journey Mapping & Experience Strategy:
- Create and maintain customer journey maps, service blueprints, personas, behavioural frameworks, and ecosystem maps that help visualise and communicate customer experiences.
- Analyse interactions across digital and non‑digital touchpoints to identify opportunities for greater consistency, efficiency, and customer satisfaction.
- Support the definition of customer‑centric strategies and recommendations aligned to business objectives and operational priorities.
- Collaborate with UX, Service Design, Product, Marketing, and Operational teams to ensure customer insight is embedded throughout design and delivery processes.
- Help prioritise journey improvements based on customer impact, feasibility, and commercial value. **Data, Insight & Continuous Improvement:
- Collaborate with analytics and optimisation teams to combine behavioural data with qualitative customer insight.
- Use customer feedback, analytics, VOC data, operational insight, and performance reporting to identify emerging trends and opportunities.
- Support experience measurement frameworks and ongoing journey performance evaluation.
- Contribute to continuous improvement initiatives by helping validate hypotheses, measure outcomes, and refine recommendations over time.
- Advocate for evidence‑based and customer‑centred decision making across the wider programme. **Collaboration & Stakeholder Engagement:
- Work collaboratively with CX Strategists, UX Designers, Service Designers, Analysts, Product Owners, Content Strategists, Developers, Program Managers, and client stakeholders.
- Facilitate workshops, collaborative working sessions, and playback presentations with both internal teams and client stakeholders.
- Present research findings and journey insights clearly and confidently to audiences ranging from delivery teams to senior leadership.
- Help align cross‑functional teams around customer needs, experience priorities, and strategic opportunity areas.
- Contribute positively to team culture, ways of working, and the ongoing maturity of customer journey thinking across the account.
What we want from you
- Strong experience in CX Research, UX Research, Service Design Research, Customer Insight, or related disciplines.
- Proven experience researching and analysing end‑to‑end customer journeys across digital and service ecosystems.
- Strong understanding of customer‑centred design principles, behavioural insight, and journey mapping methodologies.
- Experience conducting both qualitative and quantitative research using a variety of methodologies.
- Ability to synthesise large volumes of research and operational information into clear, actionable recommendations.
- Strong experience creating customer journey maps, service blueprints, personas, insight reports, and strategic frameworks.
- Experience working across complex, enterprise, or multi‑channel customer environments.
- Strong stakeholder management, workshop facilitation, and presentation skills.
- Ability to balance strategic thinking with hands‑on delivery within fast‑paced and evolving programmes.
- Strong collaboration skills with the ability to work effectively across CX, UX, product, analytics, content, and operational teams.
- Excellent communication and storytelling skills with the ability to make complex customer insight accessible and impactful.
- Automotive, retail, mobility, travel, financial services, or other customer experience‑led industry experience is advantageous but not essential.
- A proactive, curious, and empathetic mindset with a passion for improving customer experiences through insight‑led thinking.
- A strong portfolio showcasing customer research approaches, journey mapping, and measurable experience improvements is essential.
What we can offer you
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.
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.
AT VML Enterprise Solutions
Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms.
With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi‑channel growth for world‑leading brands.
We work with some of the most exciting brands such as The Coca‑Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes‑Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co.
We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, Big Commerce, commerce tools and Acquia.
Our reputation is based on our people, and we believe we have some of the best in the business.
As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world.
Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.
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.
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 www. vml. com, andfollowalong on Instagram, Linked In, and X.
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CX Researcher (Customer Journey) Contract employer: twentysix
CNS Media is an exceptional employer that champions innovation and collaboration within the marketing and media landscape. With a strong focus on employee growth, we offer extensive professional development opportunities and a vibrant work culture that values creativity and teamwork. Located in a dynamic environment, our award-winning agency not only encourages ambitious growth plans but also provides a platform for meaningful contributions to the industry.
StudySmarter Expert Advice🤫
We think this is how you could land CX Researcher (Customer Journey) Contract
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like twentysix.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like twentysix. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace CX Researcher (Customer Journey) Contract
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to twentysix.
How to prepare for a job interview at twentysix
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in twentysix's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services twentysix offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
