CX Researcher (Web Operations)

Who We Are

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. 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.