1 month ago

Senior Strategist / CX Consultant

London, United KingdomContractHybridMid · 5-8 years

About this role

Who We Are

VML 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 award-winning human-first work for clients including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. In 2026, VML was named Campaign’s Global Network of the Year and ranked #2 Creative Network of the Year at Cannes Lions. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

For more information, please visit www.vml.com and follow along on  LinkedIn #WeAreVML.

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 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.

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 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

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.

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:
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

#LI-EMEA

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) 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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H1B sponsor likely