CX-UX Manager

Description

Job Summary: We are seeking a CX-UX Manager to lead and evolve UX/CX practice, manage Discovery processes, design experiences, and collaborate with cross-functional teams. Key Highlights: 1. Lead the evolution of UX/CX practice into a strategic function. 2. Guide the design of experiences, information architecture, and prototypes. 3. Promote collaboration, critical thinking, and continuous improvement. ### **Who We Are** VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award\-winning work for blue chip client partners including AstraZeneca, Colgate\-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca\-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement \& Optimization. In addition, VML's specialist health network, VML Health, is one of the world's largest and most awarded health agencies. VML's global network is powered by 26,000 talented people across 55\+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney. **About WPP** WPP is the trusted growth partner for the world's leading brands. We unite cutting\-edge media intelligence and data solutions, world\-class creativity, next\-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. **Sobre WPP** WPP is the trusted growth partner for the world's leading brands. We unite cutting\-edge media intelligence and data solutions, world\-class creativity, next\-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. **We Are Looking For: CX\-UX Manager** **What You’ll Do** * **Lead and evolve UX/CX practice:** You will elevate the discipline from tactical execution to strategic management, orchestration, and design. * **Lead** ***Discovery*** **processes:** You will design and facilitate processes to understand problems, needs, and *pain points*, applying *Human\-Centered Innovation*, *Design Thinking*, and *Double Diamond* methodologies. * **Experience Design:** You will guide the definition of *customer journeys*, information architecture, *wireframes*, and prototypes, ensuring consistency between user experience and business objectives. * **Cross\-functional Management:** You will closely collaborate with Data Analytics, Digital Insights, CRO, CRM, SEO, and PM teams to translate research findings into actionable and measurable decisions. * **Talent Management and Development:** You will provide *coaching*, *feedback*, and mentorship to the UX/UI team, fostering a culture of collaboration, critical thinking, and continuous improvement. * **Governance:** You will establish standards, *frameworks*, rituals, and best practices to scale the operational maturity of the discipline. **Required Skills:** * **Experience:** 7\+ years of proven experience in UX, CX, *Service Design*, *Product Design*, or related disciplines. Plus 2\+ years of experience leading design/UX teams, pods, or practices. * **Bachelor’s Degree:** Degree in Design (Interaction, Graphic, Industrial), Communication, Psychology, Engineering, Systems, or related field. * **Specific Knowledge:** * Advanced proficiency in *discovery research*, *research synthesis*, *journey mapping*, *service blueprints*, *context maps*, and *problem framing*. * Strong knowledge of information architecture, *UX flows*, *wireframing*, and *prototyping*. * Experience facilitating *workshops* and co\-creation sessions. * Ability to prioritize initiatives based on value, impact, viability, and effort. * *Desirable:* Experience in experimentation, CRO, digital analytics, *customer lifecycle*, or *data\-driven* ecosystems. * **Courses / Certifications:** Verifiable courses, diplomas, or certifications in UX/CX Research, *Design Thinking*, *Service Design*, Interaction, or Agile Methodologies. * **Languages:** Advanced English (Mandatory for this role). **What We Offer?** Hybrid work model. ‍‍ Work tools. Competitive compensation. Flexible working hours. * Short Fridays Professional development and growth plans. Diverse and inclusive work environment. ️‍‍ At VML, our recruitment and selection process is conducted with equality and free from any act of discrimination, in accordance with Article 1, Section III of the LFPED, for example: based on sexual identity, gender identity, preference and sexual orientation, disability, religion, marital status, ethnic origin, social condition, or health conditions; prohibiting requests for pregnancy certificates, medical exams, HIV/AIDS tests, or for any other reason. At VML, we are committed to fostering a fully inclusive workplace that is rewarding and supports professional development. We believe in creating a dynamic work environment that values diversity and inclusion, and we strive to recruit a diverse pool of candidates to help us achieve that goal. We are happy to provide reasonable accommodations to individuals with disabilities who need assistance using or accessing the VML careers site or participating fully in the application process. If you require an accommodation to complete your application or another aspect of our recruitment process due to a disability, please contact our Human Resources department or email (HR contact) to request it. By clicking "Submit Application", the information you enter below will be sent to VML. Before proceeding, we recommend reviewing our Recruitment Privacy Policy. California residents should review our California Recruitment Privacy Notice. These documents explain how we use your personal data when you apply for a position with us, as well as how you can update or delete the information you have provided. 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. VML is a WPP agency (NYSE: WPP). For more information, please visit www.vml.com, and follow along on Instagram, LinkedIn, and X. When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.