About the Position

Senior Strategist / CX Consultant

London, England, United Kingdom; Manchester, United Kingdom

About the Company

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. 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.

Responsibilities

As a Senior CX Consultant, you’ll be a natural problem solver, who has planned, run, and delivered customer experience optimization and/or transformation projects across customer touchpoints (physical & digital).

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 organizations to embrace design-thinking and customer-centric practices.
Take pride in your can-do attitude, flexible approach, and ability to adapt processes to best suit client briefs.
Act as a thought leader in customer experience, with a high-level understanding of eCommerce technology, and be able to communicate effectively at all levels, including C-Level stakeholders.

Requirements

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.
In-depth experience of CX for eCommerce and influencing physical and digital journeys.
Experienced in designing and leading CX engagements and facilitating workshops.
Experience in strategically leading the development of CX consultancy propositions and go-to-market strategies, helping scope new client engagements, and involvement in pitches.
Prior experience in 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 utilize insights.
Bring together CX, data, and tech services to run joined-up consultancy engagements for brands and retailers.
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.
Help grow your client’s business by helping them develop their CX and EX initiatives and roadmap.

We Offer

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritize 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.

At WPP Enterprise Solutions

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. 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. We have received distinction as a leader in Commerce Services and CX Strategy Consulting by the Forrester Wave™.

To find out more, visit enterprisesolutions.wpp.com and follow us on LinkedIn.

WPP Enterprise Solutions 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.

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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Senior Strategist / CX Consultant

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