At a Glance
- Tasks: Create impactful customer experience strategies that connect insights with business goals.
- Company: Join VML, a dynamic agency blending brand and customer experiences.
- Benefits: Enjoy hybrid working, collaborative culture, and opportunities for professional growth.
- Other info: Be part of a creative team driving innovation in customer engagement.
- Why this job: Make a real difference in customer journeys across diverse industries.
- Qualifications: Experience in developing customer experience strategies and strong research skills.
The predicted salary is between 63000 - 77000 £ per year.
- Senior Customer Experience (CX) Strategist
- VML UK | London | Hybrid
- About VML
At VML, we bring together brand experience, customer experience and commerce to create connected brands and drive growth.
Our strategy team works across brand, creative, data, technology and experience design, helping clients understand their customers and develop experiences that make a meaningful difference to their businesses.
We're looking for a
Senior Customer Experience (CX) Strategist to join our London team.
The Opportunity
We're looking for someone who understands how to turn customer insight into experience strategy.
Someone who can look beyond individual campaigns and touchpoints to understand the full customer journey, identify where experiences can be improved and develop strategies that connect customer needs with business objectives.
You’ll work across a range of clients and challenges, helping shape customer experience strategies, propositions and connected journeys across digital and physical channels.
This is a hands-on strategic role, working closely with our wider strategy, creative, data and experience design teams.
- What You'll Be Doing
- Customer Experience Strategy
- Develop end-to-end CX strategies that connect customer needs, brand objectives and commercial opportunities.
- Identify opportunities to improve experiences across acquisition, onboarding, engagement, retention and loyalty.
- Define customer experience propositions and strategic recommendations that help clients create more relevant, connected experiences.
- Translate complex business and customer challenges into clear strategic thinking and actionable recommendations.
- Use qualitative and quantitative research, customer data and behavioural insights to understand customer needs, motivations and pain points.
- Develop customer journey maps, experience frameworks and strategic recommendations that identify opportunities across the customer lifecycle.
- Understand how customers interact with brands across digital, CRM, social, content, commerce and physical touchpoints.
- Turn research and insight into practical opportunities for experience improvement and innovation.
- Connected Experiences
- Develop strategies that connect brand experiences with customer engagement and lifecycle communications.
- Identify opportunities for personalisation, improved engagement and stronger customer relationships.
- Work with data to understand customer behaviours, segmentation and opportunities across the lifecycle.
- Help define how connected experiences can improve customer satisfaction, loyalty and commercial performance.
- Creative & Cross-Functional Collaboration
- Work closely with brand strategists, creatives, UX/UI designers, data specialists and technology teams.
- Develop strategic briefs and frameworks that inform the design of customer experiences, products, services and communications.
- Present strategic thinking and recommendations to clients, explaining the insight, rationale and potential business impact.
- Contribute to pitches, workshops and the development of new client opportunities.
What We're Looking For
We're specifically looking for someone with hands-on experience developing customer experience strategies
, rather than someone whose background is primarily focused on delivering campaigns, managing CRM platforms or implementing technology solutions.
You’ll ideally bring
- Experience working as a CX Strategist, Experience Strategist, Customer Strategy Consultant or in a closely related strategic role, ideally within a creative agency, digital agency, experience consultancy or client-side strategy team.
- Demonstrable experience developing end-to-end customer experience strategies
, not just optimising individual digital touchpoints or communications.
- Strong experience in customer research, behavioural insight and translating findings into strategic opportunities.
- Practical experience creating customer journey maps, identifying pain points and developing experience improvements.
- Experience developing customer propositions, experience principles, strategic frameworks and briefs.
- An understanding of CRM, customer engagement, lifecycle strategy and how different channels work together to create connected experiences.
- Experience working with creative, UX, design, data and technology teams to bring strategic recommendations to life.
- Confidence presenting strategic thinking and recommendations to clients and senior stakeholders.
- An understanding of how CX strategy contributes to business performance, customer satisfaction, engagement and loyalty.
Experience That Would Be Particularly Relevant
- We'd be interested in hearing from people who have worked on projects involving:
- End-to-end customer journey transformation.
- Customer experience and service proposition development.
- Customer lifecycle, loyalty and retention strategy.
- Connected digital and physical customer experiences.
- Customer research, journey mapping and experience design.
- Experience measurement and effectiveness.
Experience within automotive, FMCG or other complex consumer-facing sectors would be useful, but isn't essential.
- A Little More About the Role
- This is a
- Senior Strategist position
, rather than a Strategy Director or senior management role.
We're looking for someone who enjoys being hands-on with the work, can independently develop strategic recommendations and is comfortable collaborating with different disciplines.
You don’t need to have worked exclusively in CX throughout your career, but you should be able to demonstrate clear examples of customer experience strategies you’ve developed, the insights behind them and how they influenced the resulting experience.
Working at VML
You’ll join a collaborative strategy team working alongside specialists in brand, customer experience, CRM, data, creative and experience design.
Our London office is based at Sea Containers House, and we operate a hybrid working model.
We welcome applications from people with different backgrounds and experiences who can bring relevant strategic thinking and a strong understanding of customer experience.
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Senior Customer Experience (CX) Strategist in London employer: VML
At VML, we pride ourselves on being a leading creative company that fosters a vibrant work culture where innovation and collaboration thrive. As a Senior Technical Project Manager, you'll have the opportunity to work with some of the world's most exciting brands while benefiting from our commitment to your professional growth and development. Our hybrid work model promotes flexibility, and our core values of Heart, Brains, and Courage ensure that every team member feels empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience (CX) Strategist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VML. 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 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 Customer Experience (CX) Strategist 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:Your cover letter is your chance to shine! Tell us why you want to work at VML 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!
How to prepare for a job interview at VML
✨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.
