At a Glance
- Tasks: Conduct research to uncover customer insights and improve digital experiences.
- Company: Join WPP Enterprise Solutions, a leader in business transformation and marketing modernisation.
- Benefits: Enjoy a competitive salary, bonuses, training opportunities, and discounts with retailers.
- Other info: Be part of a diverse team that values creativity, innovation, and personal growth.
- Why this job: Make a real impact on customer journeys for high-profile brands in a collaborative environment.
- Qualifications: Experience in CX or UX research, strong analytical skills, and a passion for customer experience.
The predicted salary is between 40000 - 50000 £ per year.
WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where AI is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets.
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.
Data-Informed Experience Optimisation:
- 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.
Customer Journey & Experience Strategy Support:
- 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.
Collaboration & Stakeholder Engagement:
- 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.
What we want from you:
- 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.
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. 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.
CX Researcher (Web Operations) in London employer: VML/WPPEnterprise Solutions
WPP Enterprise Solutions is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation thrives. With a strong focus on collaboration and a commitment to fostering a diverse and inclusive environment, employees are empowered to make impactful contributions while enjoying a comprehensive benefits package that includes training opportunities, competitive pensions, and family-friendly policies. Located in a vibrant industry hub, this role as a CX Researcher provides the unique opportunity to work with leading global brands, driving meaningful change in customer experiences across complex digital landscapes.
Contact Details:
VML/WPPEnterprise Solutions Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land CX Researcher (Web Operations) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VML/WPPEnterprise 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/WPPEnterprise 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 (Web Operations) in London
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/WPPEnterprise Solutions:Your cover letter is your chance to shine! Tell us why you want to work at VML/WPPEnterprise 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/WPPEnterprise Solutions!
How to prepare for a job interview at VML/WPPEnterprise 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.
