CX Researcher

Responsibilities

• Plan and conduct qualitative and quantitative customer research focused on end-to-end automotive customer journeys
• Identify customer pain points, unmet needs, and behavioural drivers throughout the purchase lifecycle
• Conduct research methodologies including interviews, usability testing, diary studies, and ethnographic research
• Synthesise complex findings into actionable insights for journey design and strategic decision-making
• Create and maintain customer journey maps, service blueprints, personas, and ecosystem maps
• Collaborate with UX, Service Design, Product, and Marketing teams to embed customer insights
• Use customer feedback, analytics, and VOC data to identify emerging trends
• Facilitate workshops and present research findings to delivery teams and senior leadership

Requirements

• Strong experience in CX Research, UX Research, or Service Design Research
• Proven experience researching end-to-end customer journeys across digital and service ecosystems
• Deep understanding of customer-centred design principles and journey mapping methodologies
• Proficiency in both qualitative and quantitative research methodologies
• Ability to synthesise large volumes of information into clear, actionable recommendations
• Strong stakeholder management and workshop facilitation skills
• Excellent communication and storytelling abilities
• A strong portfolio showcasing research approaches and journey mapping is essential

Preferred Qualifications

• Experience in automotive, retail, mobility, travel, or financial services industries

About the Company

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce. The agency is recognized as a leader in marketing creative, content services, and global digital experience, working with blue-chip clients like Microsoft, Coca-Cola, and Ford.