At a Glance
- Tasks: Conduct research to enhance customer journeys in the automotive sector.
- Company: Join a leading firm dedicated to customer experience innovation.
- Benefits: Enjoy a competitive benefits package, including bonuses and training opportunities.
- Other info: Collaborative environment with a focus on personal growth and development.
- Why this job: Make a real impact on customer experiences with top automotive brands.
- Qualifications: Experience in CX research and strong analytical skills required.
The predicted salary is between 45000 - 55000 £ per year.
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 focuses 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.
Key Responsibilities
- 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.
- 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.
Benefits
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.
WPP (VML Enterprise Solutions) 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 (Customer Journey) employer: VML Enterprise Solutions
WPP Enterprise Solutions is an exceptional employer that prioritises your career development while empowering you to make a meaningful impact in the dynamic field of e-commerce. With a culture rooted in empathy, innovation, and courage, you'll thrive alongside talented professionals as you lead transformative projects for renowned global brands. Located in a collaborative environment, we offer unique opportunities for growth and the chance to work with cutting-edge technology and industry leaders.
StudySmarter Expert Advice🤫
We think this is how you could land CX Researcher (Customer Journey)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VML Enterprise Solutions. 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 VML Enterprise Solutions 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 (Customer Journey)
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 VML Enterprise Solutions:Your cover letter is your chance to shine! Tell us why you want to work at VML Enterprise Solutions 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 VML Enterprise Solutions!
How to prepare for a job interview at VML Enterprise Solutions
✨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.
