About the role
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 AstraZeneca, 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.
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:
- Customer Research & Insight Generation (Web Operations / Digital Experience Focus):
- 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.
Aplyr's read
VML (Wunderman Thompson) is a global marketing agency excelling in digital strategy, attracting creative and tech-savvy professionals passionate about innovative advertising solutions.
What's promising
- •VML offers diverse roles in digital marketing and UX design, appealing to tech-savvy creatives.
- •The company invests in growth academies, fostering talent development in copywriting and art direction.
- •VML's global presence provides opportunities for international collaboration and career advancement.
What to watch
- •High competition for roles may limit opportunities for rapid advancement.
- •The fast-paced environment may lead to work-life balance challenges.
- •Limited public information about employee satisfaction and company culture.
Why VML Enterprise Solutions
- •VML emphasizes digital innovation, setting it apart in the traditional advertising space.
- •The company's growth academies highlight a commitment to nurturing emerging talent.
- •VML's global reach allows for diverse, cross-cultural project experiences.
Aplyr’s read is generated by AI from public sources. Was it useful?
About VML Enterprise Solutions
VML is a global marketing agency that specializes in digital marketing, advertising, and brand strategy.
