What are the responsibilities and job description for the CX Program Manager position at VML?
Who We Are :
At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
Our global family now encompasses over 30,000 employees across 150 offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.
VML is in search of a PROGRAM MANAGER - CX, PRODUCT DEVELOPMENT
What you'll do :
- Contribute to the strategy, design and implementation of excellent customer experiences across digital touchpoints, focusing on websites and content.
- Collaborate with cross-functional teams (product, engineering, design, content, marketing, research) to ensure customer-centricity in website and content initiatives. Help define and refine collaborative ways of working to maximize team efficiency and impact.
- Plan and execute customer research activities, including user interviews, usability testing, and surveys, to gather insights and inform design decisions. Develop and document research processes for consistent and scalable application.
- Lead the development and maintain customer journey maps, service blueprints, and other CX artifacts to visualize and optimize the customer experience in partnership with other disciplines. Contribute to building an operational model for ongoing CX measurement and improvement.
- Contribute to the creation of user-centered website and content strategies, aligning them with business goals and customer needs. Help establish and document content strategy and governance processes.
- Participate in quality assurance testing, focusing on the customer experience and identifying areas for improvement. Contribute to defining QA processes and checklists.
- Advocate for the voice of the customer throughout the project lifecycle, contributing to customer-centric solutions. Help embed customer feedback loops into product development processes.
Who you are :
What you'll need :
The base salary range for this position at the time of this posting is indicated below. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. We offer a competitive benefits package, click WPP Benefits for more details.
60,000-$140,000 USD
At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization-creators, doers, innovators, makers, and thinkers-who drive not just marketing, but meaningful experiences that resonate in every action and interaction.
VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.
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Salary : $60,000 - $140,000
