WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al 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. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. VML, part of WPP, supports WPP Enterprise Solutions by helping brands activate transformation through creativity and experience.
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 leadership 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.
- 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 journey’s
- 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 to working groups and C-Suite.
- Understanding of research methodologies, and ability to contribute to 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 the 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
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.
Permanent only:
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:
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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. For more information, visit WPP.com.
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.
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Skills Required
- Planned, run and delivered customer experience optimisation and/or transformation projects across physical and digital touchpoints
- Expertise in design-thinking methods, workshop facilitation, and leading CX engagements
- In-depth experience of CX for eCommerce and influencing physical and digital customer journeys
- Strategic experience developing CX consultancy propositions and go-to-market strategies, scoping engagements and supporting pitches
- Experience creating and applying CX frameworks and tools (blueprinting, service ideation, journey mapping)
- Understanding of research methodologies and ability to define research projects and utilise insights
- Ability to bring together CX, data and technology services to run joined-up consultancy engagements
- Proven ability to communicate effectively at all levels including C-Level stakeholders
- Familiarity with platforms/partners such as Adobe, AWS, Braze, Google, Microsoft, Salesforce, Shopify and AI tools
What We Do
VML Enterprise Solutions is VML's technology and transformation unit that unites the agency's technology and data groups to deliver consulting, engineering, data, automation and platform services. It supports global brands with AI-enabled solutions, commerce and customer experience transformation, and scalable platform delivery through integrated consulting and technology capabilities.
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