At a Glance
- Tasks: Lead customer experience optimisation projects and facilitate workshops using design-thinking methods.
- Company: Join WPP Enterprise Solutions, a leader in business transformation and marketing modernisation.
- Benefits: Enjoy a competitive salary, bonus scheme, training opportunities, 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 global brands while developing your skills in a supportive environment.
- Qualifications: Experience in CX consultancy, eCommerce, and leading workshops is essential.
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.
Senior CX Consultant wanted to join our Customer Experience team.
The opportunity: This is an amazing opportunity for an experienced CX Consultant to join our rapidly expanding CX team, where you will work alongside Leads in UX and UI design, Optimisation and Consulting. Reporting into the Head of UX & CX Consultancy, this role serves as a SME for the consulting Customer Experience and Employee Experience offering.
What you’ll be doing: As CX Consultant, you’ll be a natural problem solver, who has planned, run and delivered customer experience optimisation and/or transformation projects across customer touchpoints (physical & digital). You will be an expert at getting under the hood of complex problems, facilitating workshops, and using design-thinking methods and techniques to improve digital products, services and enable organisations to embrace design-thinking and customer centric practices. You’ll pride yourself on your can-do attitude, flexible approach and ability to adapt processes to best suit client briefs. As a thought leader in customer experience, you will have a high-level understanding of eCommerce technology, and be able to communicate effectively at all levels, including C-Level stakeholders.
What we want from you:
- You will have experience supporting Clients with CX consultancy services – concentrating (albeit not exclusively) on new product development, roadmap definition, experience management and support in the creation of business cases.
- Have in-depth experience of CX for eCommerce and influencing physical and digital journeys.
- Experienced designing and leading CX engagements and facilitating workshops.
- Experience strategically leading the development of CX consultancy propositions and go-to-market strategies, helping scope new client engagements and involvement in pitches.
- Prior experience creating frameworks and approaches to key CX consultancy offerings to give structure and confidence to customers.
- Contribute strategically to CX frameworks and tools, such as blueprinting, service ideation, journey mapping, and present to both working groups and C-Suite.
- Understanding of research methodologies, and ability to contribute to the definition of research projects and utilise insights.
- You will bring together CX, data and tech services to run joined up consultancy engagements for brands and retailers.
- You will bring new ways of working, innovative ideas and experiences to our teams and be passionate about making a difference both in the short term but also embedding these into the longer-term culture of our Business.
- You will help grow your client’s business by helping them develop their CX and EX initiatives and roadmap.
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.
How we use AI in the recruitment process: To ensure more focused and engaging conversations, we leverage AI in our recruitment process exclusively for secure, objective note-taking, never for evaluative judgments. This allows our team to be fully present with you. You are always welcome to request a transcript of these notes or opt out of this feature at any time. Opting out will not impact the outcome of the interview process.
About WPP: WPP is the trusted growth partner for the world’s leading brands. With exceptional talent, trusted data and intelligence and world-class partnerships – all united by our agentic marketing platform, WPP Open – we help clients navigate change, capture opportunity and deliver transformational growth. WPP (VML/WPP 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.
Senior Strategist / CX Consultant in London employer: Vmlenterprisesolutions
At Vmlenterprisesolutions, we pride ourselves on fostering a dynamic work culture that values innovation and collaboration. As a CX Researcher, you will have the opportunity to work with a prestigious automotive client, contributing to meaningful projects that enhance digital experiences. Our commitment to employee growth is reflected in our continuous training programmes and supportive environment, making us an excellent employer for those seeking to make a significant impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Strategist / CX Consultant in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vmlenterprisesolutions. 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 Vmlenterprisesolutions 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 Strategist / CX Consultant 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 Vmlenterprisesolutions:Your cover letter is your chance to shine! Tell us why you want to work at Vmlenterprisesolutions 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 Vmlenterprisesolutions!
How to prepare for a job interview at Vmlenterprisesolutions
✨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.
