Senior CX Strategy Architect

VML; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

VML UK is seeking a Senior CX Strategist to join the London strategy team. You will bridge CX, CRM and brand thinking to develop strategies that improve customer experiences for global brands.

You will collaborate with data, creative and experience professionals to turn insights into actionable briefs throughout the customer journey. The role requires strong storytelling, collaboration across disciplines, and the ability to translate complex challenges into clear strategic recommendations in a

Qualifications

• Experience in CX, CRM, customer engagement or integrated strategy.
• Strong understanding of end-to-end customer journeys.
• Experience communicating strategy to clients and internal teams.

Responsibilities

• Develop integrated customer experience strategies that connect brand ambition with real customer needs and behaviours.
• Map customer journeys, identify pain points and moments that matter.
• Collaborate with Creative, Experience Design, Data, Technology and Client Services teams to turn strategic thinking into experiences.
• Present recommendations to clients and internal teams with clarity.

Skills

CX strategy

CRM

Customer engagement

Brand strategy

Communication

Job description

VML UK is seeking a Senior CX Strategist to join the London strategy team. You will bridge CX, CRM and brand thinking to develop strategies that improve customer experiences for global brands.

You will collaborate with data, creative and experience professionals to turn insights into actionable briefs throughout the customer journey. The role requires strong storytelling, collaboration across disciplines, and the ability to translate complex challenges into clear strategic recommendations in a