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Senior Customer Experience Strategist, Product

Strategy & Insights
Detroit, MI Atlanta, GA Austin, TX Chicago, IL Cincinnati, OH Frisco, TX Kalamazoo, MI Kansas City, MO Memphis, TN Miami, FL Minneapolis, MN Nashville, TN United States Rogers, AR Cleveland, OH
Req ID: 4483


Position at VMLY&R

VMLY&R is all about putting everything you are into everything you do. We’re a full-service advertising agency that thrives on moving brands forward by inspiring a human connection.

At VMLY&R we’re reframing traditional planning for a more connected age. We have assembled a talented and diverse team of experts and are looking for a Senior Strategist who will be an active part of this growing global group.

The Senior Strategist will expand our collective reservoir of empathy for the consumer; to make sure everyone understands that there is a person at the end of every product and service. Not demographics. Not a caricature. But a real human being with veins and arteries, with dreams and aspirations. Out of this, we craft insights and journeys to inspire unique, break- through experiences. Then we switch into brand manager mode to ensure that every experience the client sees is on-brand, on-target and laddering back to the goals and objectives of the initiative.

We’re looking for someone who will:

  • Start by understanding the importance in framing the consumer/owner as a human being not just another customer/VIN.
  • Develop a deep understanding of the consumer/owner and their behaviors by leveraging research along with analytics and consumer segmentation analysis.
  • Apply a deep understanding of customer/member needs and behaviors (B2C & B2B) by engaging analytics via KPI metrics.
  • Know the product and services we offer – thoroughly understand the benefits of the products and services that we are offering through the eyes of the consumer
  • Partner with the analytics team to analyze and test experiences/features to enhance the owner experience.
  • Research the industry and competitive landscape of connected brands and customer experience. Report out on trends and recommendations to support overall strategy
  • Work with internal and external teams to keep collective knowledge and design-patterns in step with customer expectations of websites and connected digital ecosystems.
  • Cultivate a deep understanding of the intersection of consumer motivations and client business needs by utilizing design thinking.
  • Work with consumer insights teams from client-side and VMLY&R’s primary and secondary researchers to translate findings into insights that fuel great experiences and communications.
  • Lead collaboration sessions to uncover insights that will drive strategic choices. Translate a complex landscape of customer interactions, touchpoints, stakeholders and processes into meaningful, end-to-end customer journeys and messaging
  • Form strategic insights into actionable strategies that solve for both customer needs and business gaps/opportunities
  • Work with internal and external teams to keep collective knowledge and design-patterns in step with contemporary customer expectations of high value brand interactions

As part of the WPP Group, VMLY&R offers one of the best overall compensation packages in the business. 

You’re right for this job if you have:

  • A strong understanding of market research, consumer insights, and technology trends
  • 5-7 years of experience with consumer engagement strategies (digital, mobile, physical)
  • Demonstrated ability to lead through action/doing
  • Experience in developing programs that combine vision with strategic principles and tactical ideas
  • Excellent communication skills: written and verbal
  • Self-motivated and strong attention to detail

VMLY&R is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.


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