We are seeking a highly skilled and empathetic Senior CX Researcher to deliver deep customer insights across our leading automotive client's mobile App Operations (App Ops) and Web Operations (Digital Experience - DX) teams. This hybrid role is for a strategic researcher who will split their time 50/50 between these two critical areas, fostering a holistic understanding of the customer journey and ensuring a seamless, high-quality experience across all digital touchpoints. 

You will be instrumental in uncovering user needs, behaviors, and motivations, translating them into actionable recommendations that drive product strategy, design decisions, and ultimately, customer satisfaction and loyalty within the automotive ecosystem. You'll be the voice of the customer, directly influencing the evolution of the client's key digital products. 

What you’ll be doing: 

You are a highly motivated, self-sufficient, and top-tier Senior CX Researcher with a passion for understanding people and solving complex problems. Your expertise spans a wide range of research methodologies, and you are adept at synthesizing diverse data points into clear, compelling narratives that drive business impact. 

• Strategic Research Planning & Execution (Across App & Web): 

• Develop and execute comprehensive research plans, utilizing a blend of qualitative and quantitative methodologies tailored to specific product and business objectives within both App Ops and Web Ops (DX). 

• Design, facilitate, and moderate a variety of research activities, including in-depth interviews, usability testing (on desktop and mobile devices), contextual inquiries, focus groups, surveys, card sorting, and tree testing. 

• Manage participant recruitment, screening, and scheduling for research studies, ensuring diverse and representative samples. 

• Champion user-centered design principles and a research-driven approach throughout both App Ops and Web Ops (DX) teams. 

• App Operations Focus (Approx. 50%): 

• Conduct specialized research into mobile app user behavior, covering aspects like onboarding flows, feature discoverability and adoption, in-app navigation, notification preferences, integration with vehicle features, and overall app performance sentiment. 

• Evaluate existing and proposed app functionalities to identify pain points, usability issues, and opportunities for experience enhancement within the App Operations lifecycle. 

• Analyze mobile-specific analytics data (e.g., app usage metrics, crash reports, session recordings) to inform research questions and validate findings. 

• Web Operations (DX) Focus (Approx. 50%): 

• Lead research efforts for the client's website and other digital platforms, focusing on user journeys related to vehicle configuration, online purchasing, service booking, lead generation, content consumption, and brand engagement. 

• Investigate website information architecture, navigation structures, content effectiveness, and conversion funnels to identify friction points and optimization opportunities. 

• Utilize web analytics data (e.g., Google Analytics, Adobe Analytics, heatmaps) to identify areas requiring deeper qualitative investigation. 

• Analysis, Synthesis & Communication: 

• Analyze research data from various sources (qualitative feedback, quantitative metrics) to identify patterns, themes, and actionable insights. 

• Synthesize complex findings into clear, concise, and compelling deliverables such as research reports, personas, journey maps (detailing cross-channel experiences), user flows, and actionable recommendations. 

• Present research findings and recommendations to diverse stakeholders, from product managers and designers to marketing teams and C-suite executives, adapting communication style and level of detail as appropriate. 

• Maintain a centralized repository of research insights, ensuring findings are discoverable and utilized across both App Ops and Web Ops (DX) teams. 

What we want from you: 

• Extensive Research Experience: 5+ years of hands-on experience as a UX Researcher, CX Researcher, or similar role, demonstrating a broad command of qualitative and quantitative research methodologies. 

• Automotive Industry Acumen: A demonstrated passion for and understanding of the automotive industry, customer segments, vehicle ownership lifecycle, and the role of digital services in modern motoring. 

• Dual-Platform Expertise: Proven experience conducting research across both mobile applications (iOS and Android) and complex web platforms, understanding the unique constraints and opportunities of each. 

• Methodological Versatility: Expertise in designing and executing a wide range of research methods, including but not limited to: usability testing, in-depth interviews, surveys, A/B test analysis, contextual inquiry, and ethnographic studies. 

• Analytical & Data-Driven: Strong analytical skills with the ability to interpret complex data from various sources (analytics platforms, research studies) and translate it into actionable design and business insights. 

• Collaboration & Adaptability: Exceptional collaboration skills, with the ability to seamlessly transition between and effectively support two distinct teams (App Ops and Web Ops/DX) with competing priorities. 

• Communication & Storytelling: Excellent written and verbal communication skills, with the ability to create compelling narratives from research findings and influence stakeholders at all levels. 

• Tool Proficiency: Proficiency with research tools (e.g., UserTesting.com, Qualtrics, Optimal Workshop), analytics platforms (e.g., Google Analytics, Adobe Analytics, Mixpanel, Firebase), and design collaboration tools (e.g., Figma for reviewing prototypes). 

• Strategic & Proactive: Ability to proactively identify research needs, frame problems, and define opportunities that align with business objectives, rather than just responding to requests. 

• Empathy & Customer Advocacy: A deep-seated empathy for the customer and a relentless drive to advocate for their needs throughout the product development lifecycle. 

• Agile Environment Experience: Comfortable operating within agile development methodologies, delivering timely insights to inform iterative product development. 

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.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

#LI-EMEA

We are seeking an experienced and insight-led CX Researcher to join a dedicated Customer Journey workstream supporting a high-profile automotive client. This role is focused on understanding and improving the end-to-end customer journey across key automotive experiences — from initial brand discovery and vehicle research through to purchase, ownership, servicing, retention, and loyalty interactions. 

Working closely with CX Strategists, UX Designers, Service Designers, Analysts, Content Strategists, Product teams, and client stakeholders, you will help uncover customer needs, pain points, behavioural patterns, and opportunity areas across both digital and broader connected customer experiences. You will play a critical role in ensuring customer insight directly informs journey design, prioritisation, service improvements, and strategic decision-making across the account. 

This is a highly collaborative role suited to someone who enjoys connecting customer behaviour, operational realities, and business objectives into actionable recommendations that improve experience quality and drive measurable outcomes. 

Key Responsibilities: 

1. Customer Journey Research & Insight Generation:

• Plan and conduct qualitative and quantitative customer research focused on understanding end-to-end automotive customer journeys across multiple touchpoints and channels.  

• Identify customer pain points, unmet needs, behavioural drivers, and moments of friction throughout the ownership and purchase lifecycle.  

• Conduct a range of research methodologies including customer interviews, contextual research, surveys, usability testing, diary studies, journey reviews, ethnographic research, and stakeholder workshops.  

• Synthesise complex research findings into clear, actionable insights that inform customer journey improvements and strategic recommendations.  

• Support journey-focused discovery initiatives across areas such as vehicle research, online and offline purchasing experiences, ownership journeys, servicing, aftersales, retention, and loyalty.  

• Help establish a deeper understanding of evolving customer expectations within the automotive landscape.  

1. Customer Journey Mapping & Experience Strategy:

• Create and maintain customer journey maps, service blueprints, personas, behavioural frameworks, and ecosystem maps that help visualise and communicate customer experiences.  

• Analyse interactions across digital and non-digital touchpoints to identify opportunities for greater consistency, efficiency, and customer satisfaction.  

• Support the definition of customer-centric strategies and recommendations aligned to business objectives and operational priorities.  

• Collaborate with UX, Service Design, Product, Marketing, and Operational teams to ensure customer insight is embedded throughout design and delivery processes.  

• Help prioritise journey improvements based on customer impact, feasibility, and commercial value.  

1. Data, Insight & Continuous Improvement:

• Collaborate with analytics and optimisation teams to combine behavioural data with qualitative customer insight.  

• Use customer feedback, analytics, VOC data, operational insight, and performance reporting to identify emerging trends and opportunities.  

• Support experience measurement frameworks and ongoing journey performance evaluation.  

• Contribute to continuous improvement initiatives by helping validate hypotheses, measure outcomes, and refine recommendations over time.  

• Advocate for evidence-based and customer-centred decision making across the wider programme.  

1. Collaboration & Stakeholder Engagement:

• Work collaboratively with CX Strategists, UX Designers, Service Designers, Analysts, Product Owners, Content Strategists, Developers, Program Managers, and client stakeholders.  

• Facilitate workshops, collaborative working sessions, and playback presentations with both internal teams and client stakeholders.  

• Present research findings and journey insights clearly and confidently to audiences ranging from delivery teams to senior leadership.  

• Help align cross-functional teams around customer needs, experience priorities, and strategic opportunity areas.  

• Contribute positively to team culture, ways of working, and the ongoing maturity of customer journey thinking across the account.  

What we want from you: 

• Strong experience in CX Research, UX Research, Service Design Research, Customer Insight, or related disciplines.  

• Proven experience researching and analysing end-to-end customer journeys across digital and service ecosystems.  

• Strong understanding of customer-centred design principles, behavioural insight, and journey mapping methodologies.  

• Experience conducting both qualitative and quantitative research using a variety of methodologies.  

• Ability to synthesise large volumes of research and operational information into clear, actionable recommendations.  

• Strong experience creating customer journey maps, service blueprints, personas, insight reports, and strategic frameworks.  

• Experience working across complex, enterprise, or multi-channel customer environments.  

• Strong stakeholder management, workshop facilitation, and presentation skills.  

• Ability to balance strategic thinking with hands-on delivery within fast-paced and evolving programmes.  

• Strong collaboration skills with the ability to work effectively across CX, UX, product, analytics, content, and operational teams.  

• Excellent communication and storytelling skills with the ability to make complex customer insight accessible and impactful.  

• Automotive, retail, mobility, travel, financial services, or other customer experience-led industry experience is advantageous but not essential.  

• A proactive, curious, and empathetic mindset with a passion for improving customer experiences through insight-led thinking.  

• A strong portfolio showcasing customer research approaches, journey mapping, and measurable experience improvements is essential. 

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.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

#LI-EMEA

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: 

1. 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.  

1. 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.  

1. 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.  

• Support workshops and collaborative sessions to align stakeholders around customer needs, priorities, and opportunity areas.  

• Contribute to the definition of customer-centric frameworks, principles, and ways of working within the Web Ops (DX) team.  

• Ensure customer insight is effectively integrated into product, content, UX, and optimisation workflows.  

1. Collaboration & Stakeholder Engagement:

• Work collaboratively with UX Designers, UI Designers, Content Strategists, Analysts, Developers, Product Owners, Program Managers, and client stakeholders.  

• Present research findings, insights, and recommendations clearly and confidently to diverse audiences ranging from delivery teams to senior stakeholders.  

• Collaborate with cross-functional teams to ensure research outputs are actionable, measurable, and aligned to business objectives.  

• Support the prioritisation of customer experience opportunities based on user impact, feasibility, and commercial value.  

• Contribute positively to team culture, research maturity, and continuous improvement initiatives within the DX team.  

What we want from you: 

• Strong experience in CX Research, UX Research, Service Design Research, or related customer insight disciplines within digital environments.  

• Proven experience conducting and synthesising both qualitative and quantitative research methodologies.  

• Strong understanding of digital customer journeys, user behaviour analysis, and customer-centred design principles.  

• Experience working across complex web ecosystems, digital products, or enterprise-level platforms.  

• Ability to translate research findings into clear, actionable insights and strategic recommendations.  

• Strong experience creating research outputs including journey maps, personas, insight reports, workshop outputs, and behavioural analysis.  

• Familiarity with analytics, experimentation, CRO, and behavioural insight tools and methodologies.  

• Strong workshop facilitation, stakeholder engagement, and presentation skills.  

• Comfortable working within fast-paced operational environments managing multiple concurrent priorities and research requests.  

• Strong collaboration skills with the ability to work effectively across UX, UI, analytics, optimisation, content, and development teams.  

• Excellent communication and storytelling skills with the ability to simplify complex information for varied audiences.  

• Automotive, retail, eCommerce, or premium consumer brand experience is advantageous but not essential.  

• A proactive, curious, and solutions-focused mindset with a passion for improving customer experiences through insight-led decision making. 

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.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

#LI-EMEA #LI-AS1

We are seeking a talented UX Writer to join a dedicated Web Operations (Digital Experience - DX) team supporting a high-profile automotive client. Working alongside UX Designers, UI Designers, Content Strategists, CX Researchers, SEO specialists, Analysts, Developers, and Product teams, you will help shape customer experiences through clear, intuitive, and strategically crafted digital content. 

This is an exciting opportunity for someone who thrives at the intersection of UX, content, and customer experience design. You will play a key role in shaping how content supports usability, accessibility, discoverability, and engagement across the client’s web ecosystem — from transactional journeys and product experiences through to support content, operational updates, campaign activity, and continuous optimisation initiatives. 

We are looking for someone who combines strong UX writing craft with strategic thinking, operational adaptability, and a deep understanding of how content contributes to seamless digital experiences within complex web environments. 

As UX Writer, you will work closely with multidisciplinary teams to ensure content aligns with customer needs, business goals, brand standards, SEO requirements, and wider customer journey objectives. 

 
Key Responsibilities: 

1. UX Writing & Content Design (Web Operations / Digital Experience Focus):

• Create clear, concise, and customer-centred UX copy across web experiences including navigation, transactional journeys, forms, support content, microcopy, onboarding flows, notifications, and interaction states 

• Collaborate closely with UX and UI Designers to ensure content is seamlessly integrated within wider digital experiences and customer journeys 

• Translate complex automotive, technical, or operational information into intuitive and accessible user-facing content 

• Contribute to the design and optimisation of customer journeys across desktop, tablet, and mobile experiences 

• Ensure content supports usability, accessibility, discoverability, and overall experience quality across the client’s web ecosystem 

• Work within collaborative design workflows using tools such as Figma and Agile delivery methodologies 

1. Content Optimisation & Operational Delivery:

• Support ongoing content optimisation initiatives using analytics, behavioural insight, customer feedback, and experimentation outcomes 

• Collaborate with SEO specialists and Content Strategists to ensure content aligns with search intent, SEO best practices, and content performance objectives 

• Contribute to content audits, content reviews, and continuous improvement initiatives across operational workstreams 

• Support CMS-driven content operations, publishing workflows, and ongoing web platform enhancements 

• Ensure consistency in tone of voice, terminology, and content standards across multiple digital touchpoints and content types 

• Help identify opportunities to improve content structures, customer understanding, and operational efficiencies within the DX team 

1. Customer Experience & Cross-Functional Collaboration:

• Work collaboratively with UX, UI, CX Research, SEO, Analytics, Product, Development, and Content Strategy teams throughout the design and delivery lifecycle 

• Participate in workshops, collaborative working sessions, design critiques, and stakeholder reviews 

• Present and articulate content rationale and UX writing recommendations clearly and confidently to both internal teams and client stakeholders 

• Balance customer needs, business objectives, brand requirements, legal considerations, and technical constraints when developing content solutions 

• Contribute positively to team culture, ways of working, and the ongoing evolution of UX writing best practices across the programme 

What we want from you: 

• Proven experience in UX Writing, Content Design, Digital Content, or related disciplines within complex digital environments 

• Strong ability to translate complex information into clear, concise, intuitive, and customer-friendly digital content 

• Excellent writing, editing, proofreading, and communication skills with strong attention to detail 

• Strong understanding of UX principles, digital customer journeys, usability, accessibility, and content-first thinking 

• Experience writing for web platforms, transactional journeys, product experiences, and operational digital environments 

• Experience collaborating closely with UX, UI, SEO, Analytics, Product, and Development teams within multidisciplinary delivery environments 

• Strong understanding of tone of voice development, content consistency, and brand-aligned communication 

• Experience contributing to optimisation, experimentation, or continuous improvement initiatives using insight and performance data 

• Familiarity with CMS-driven workflows and collaborative design tools such as Figma 

• Ability to adapt writing style appropriately across different audiences, touchpoints, and customer journey stages 

• Strong stakeholder management and presentation skills with the confidence to challenge constructively and advocate for customer-centred improvements 

• Automotive, retail, eCommerce, technology, or other customer experience-led industry experience is advantageous but not essential 

• Understanding of SEO and accessibility best practices is highly beneficial 

• Native-level English proficiency in speaking and writing 

• Strong portfolio showcasing UX writing, content design, or digital content experience across web platforms is essential 

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.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

#LI-EMEA #LI-AS1

We are seeking an experienced and strategically minded Senior Service Designer to join a dedicated Customer Journey workstream supporting a high-profile automotive client. This role is focused on designing and improving end-to-end customer experiences across the automotive ecosystem — connecting digital platforms, operational processes, internal teams, and customer touchpoints into seamless and customer-centred journeys. 

Working closely with CX Researchers, UX Designers, Product teams, Analysts, Content Strategists, Operational stakeholders, and client teams, you will help shape service experiences that improve usability, operational efficiency, customer satisfaction, and business outcomes across key stages of the automotive lifecycle. 

You will play a critical role in understanding how customers interact with the brand across channels and helping define scalable, practical, and strategically aligned service improvements. This is a highly collaborative role suited to someone comfortable navigating complexity, aligning stakeholders, and translating research and operational insight into actionable service design solutions. 

Key Responsibilities: 

1. End-to-End Service Design & Customer Journey Development:

• Design and optimise end-to-end customer journeys across key automotive experiences including discovery, research, purchase, onboarding, ownership, servicing, retention, and loyalty.  

• Identify customer pain points, operational inefficiencies, and service gaps across both digital and non-digital touchpoints.  

• Translate customer, business, and operational needs into clear service design recommendations, frameworks, and future-state experiences.  

• Create service blueprints, ecosystem maps, operational flows, customer journey maps, and experience frameworks that visualise complex interactions and dependencies.  

• Support the definition of scalable and customer-centred service models aligned to business objectives and operational realities.  

• Consider the full service ecosystem including people, processes, technology, content, and organisational structures when shaping solutions.  

1. Research, Insight & Strategic Problem Solving:

• Collaborate closely with CX Researchers and analytics teams to synthesise customer insight, behavioural data, operational feedback, and business requirements.  

• Use qualitative and quantitative insights to identify opportunity areas and inform service improvement recommendations.  

• Facilitate discovery activities and strategic investigations to understand current-state experiences, pain points, and operational constraints.  

• Apply systems thinking and service design methodologies to solve complex customer and organisational challenges.  

• Help prioritise service improvements based on customer impact, feasibility, operational value, and business outcomes.  

1. Workshop Facilitation & Stakeholder Alignment:

• Plan and facilitate workshops, co-creation sessions, stakeholder interviews, journey mapping activities, and collaborative working sessions.  

• Bring together cross-functional teams to align around customer needs, operational priorities, and strategic opportunities.  

• Present service design recommendations, journey outputs, and strategic thinking clearly and confidently to both internal teams and senior client stakeholders.  

• Build strong collaborative relationships across product, UX, CX, analytics, content, operational, and technology teams.  

• Support the ongoing development of customer-centred ways of working across the wider programme and client organisation.  

1. Delivery Collaboration & Experience Implementation:

• Work collaboratively with UX Designers, Product Owners, Developers, Content Strategists, Analysts, and operational teams to ensure service recommendations are actionable and implementable.  

• Help bridge the gap between strategic experience thinking and practical delivery execution.  

• Support the definition of requirements, experience principles, and operational considerations that inform downstream delivery teams.  

• Contribute to continuous improvement initiatives and help evolve service design approaches, frameworks, and governance within the account.  

• Ensure solutions balance customer experience quality with operational efficiency and technical feasibility.  

What we want from you: 

• Strong experience as a Service Designer working across complex customer journeys, digital ecosystems, or enterprise-level service environments.  

• Proven experience designing and improving end-to-end customer experiences across multiple channels and touchpoints.  

• Strong understanding of service design methodologies, systems thinking, journey mapping, and customer-centred design principles.  

• Experience creating service blueprints, ecosystem maps, operational flows, customer journeys, personas, and strategic experience frameworks.  

• Strong workshop facilitation and stakeholder engagement skills with the ability to align diverse groups around shared outcomes.  

• Ability to navigate ambiguity and complexity while bringing structure and clarity to challenging problems.  

• Experience collaborating across UX, CX, product, analytics, operations, content, and technology teams.  

• Strong understanding of how digital products, operational processes, and customer services intersect within broader customer journeys.  

• Excellent communication, storytelling, and presentation skills with the ability to clearly articulate strategic recommendations and rationale.  

• Comfortable balancing strategic thinking with hands-on delivery within fast-paced and evolving programmes.  

• Automotive, mobility, retail, financial services, travel, or other customer experience-led industry experience is advantageous but not essential.  

• Experience working within large organisations or transformation programmes is beneficial.  

• A proactive, collaborative, and solutions-focused mindset with a passion for improving customer and service experiences. 

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.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

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