CX Researcher (Customer Journey)

Join VML Enterprise Solutions as a CX Researcher to support a major automotive client by understanding and improving their end-to-end customer journeys. You will uncover customer needs and pain points across all touchpoints, from initial discovery to loyalty, informing strategy and driving measurable outcomes.

• Plan and conduct qualitative and quantitative customer research
• Identify customer pain points and unmet needs across the purchase and ownership lifecycle
• Synthesize research findings into actionable insights for journey improvements
• Create customer journey maps, service blueprints, and personas
• Collaborate with cross-functional teams and client stakeholders
• Advocate for evidence-based, customer-centered decision making