Who We Are

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.

Senior CX Strategist

Company: VML UK

Location: London – Sea Containers House, SE1

Working Model: Hybrid

Reporting to: Head of Planning

Who We Are

At VML, we are a global creative company that brings together brand experience, customer experience and commerce to create connected brands and drive growth.

We combine creativity, strategy, data and technology to help some of the world's biggest brands build meaningful relationships with their customers. From shaping brand experiences to designing connected customer journeys, we believe the best work happens when different perspectives and capabilities come together.

We're now looking for a Senior CX Strategist to join our London strategy team.

The Opportunity

Most brands don't have a communications problem. They have an experience problem. A gap between what they promise and what customers actually experience at the moments that matter.

We're looking for a Senior CX Strategist who can help close that gap.

Someone who understands that great customer experience isn't just about individual touchpoints, CRM campaigns or digital journeys. It's about connecting the entire customer experience, from the first interaction with a brand through to building long-term relationships, loyalty and advocacy.

You'll bring together CX, CRM and brand-level thinking, using customer insight, creativity and data to develop strategies that make experiences better for customers and more effective for businesses.

You'll work across a range of exciting clients, including major global brands, helping them understand their customers, identify opportunities and create more connected, meaningful experiences.

This is a role for someone who enjoys getting under the skin of a business challenge, asking the right questions and turning complex customer problems into clear, inspiring strategic thinking.

You'll be comfortable working with creative teams, collaborating with data and experience specialists, and presenting your thinking to clients.

Above all, you'll be someone who sees the bigger picture but isn't afraid to get into the detail.

What You'll Be Doing

Connecting Brand, CX and CRM

Develop integrated customer experience strategies that connect brand ambition with real customer needs and behaviours.

Look across the entire customer journey, identifying opportunities to create more seamless, engaging and valuable experiences.

Bring together brand strategy, CRM, digital experiences and customer engagement to create joined-up strategic thinking.

Understand how different channels and touchpoints work together, from brand communications and social to digital, commerce, CRM and physical experiences.

Help clients move beyond individual campaigns and channels to think about the wider customer relationship.

Turning Insight into Strategy

Use customer research, behavioural insights, data and market understanding to uncover meaningful opportunities.

Map customer journeys, identify pain points and understand the moments that matter most.

Translate complex business and customer challenges into clear strategic recommendations and compelling creative briefs.

Develop customer propositions, experience principles and strategic frameworks that inspire creative and experience design teams.