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Experience Strategist

Strategy & Insights
Detroit, MI Kalamazoo, MI
Req ID: 8089


Position at VMLY&R

About Us: VMLY&R

VMLY&R is a global brand and customer experience agency that harnesses creativity, technology, and culture to create connected brands. But what does that mean? It means we're a creative agency that is built on the promise of collaboration and human connection. Creating connected brands isn't just what we do — it's what we're known for and who we are. We empower our clients to excel at the intersection of "brand" and "customer experience," starting with simple goals: Create work that becomes part of people's lives; promote value for our clients; and, in the best of cases, help the world.

We're committed to building a united global network of creators and thinkers, regardless of their age, race, skin color, religion, disability, sexual orientation, gender identity or expression. With over 12,000 employees across the globe, our influence is made stronger by applying our collective experiences to tell stories that not only sell products and experiences, but also guarantee positive representations of all communities.

Our unique culture is rooted in a great deal of care for you and your success. Above all else, we are committed to strengthening your experience by ensuring your inner potential continues to be discovered.

We also offer about a dozen employee resource groups (ERGs) that allow you to tap into your personal identities, interests and passions. Our ERGs celebrate ethnic diversity, life as a working parent or caregiver, neurodiversity, the LGBTQ+ community, wellbeing, and more. Regardless of your interests, there is no shortage of opportunities to get involved, so tap into our global network and find where you can make your ideas come to life.

This role will be part of a cross-functional team centered on bringing new services into the Ford ecosystem. The role focuses on understanding how Ford can effectively partner with dealers to reimagine how we bring a new wave of automotive services to the market. In this role, you’ll support market research, understanding the consumer and dealer landscape, as well as help define the strategy and activation plan for how to evolve the in-dealer experience.


  • Plan and conduct different types of research; create screeners and panels for first-party testing, and leverage a suite of third-party tools and subscriptions to conduct independent research
  • Take research findings and translate them into actionable insights and tactics that align to core business needs
  • Cultivate a deep understanding of consumer motivators, needs, and truths
  • Participate in and contribute to the development of our core deliverables
  • Partner with experience strategy leads, CX teammates and account leadership to deliver on all client needs
  • Support and conduct in market intensive dealer research
  • Document current and future state change management process

Required Skills

  • Ability to deliver strong work with minimal supervision
  • Ability to multi-task and prioritize competing projects and timelines, and assist cross-functional teams as needed
  • A demonstrated passion, familiarity, and curiosity with design thinking methodology• Ability to design and format documents for presentation
  • Ability to craft a narrative through slideware leveraging a strategic story arc and proof points  

Required Experience

  • Completion of a bachelor’s degree and a multidisciplinary background, preferably in a related major such as marketing, advertising, strategic planning, psychology, sociology, or anthropology
  • Interest in customer experience, product management, strategy, and innovation
  • 1+ years applicable experience

Our Benefits

As the world leader in communications services, we rely on the creativity of our people to deliver the best work for our clients. In return, we invest in our employees by offering them a diverse suite of benefits from best-in-class carriers, with enough choice and flexibility to keep them and their families healthy and happy today and tomorrow.

  • Corporate gift matching program
  • Paid time off for volunteering
  • Paid parental leave
  • Ranked No. 1 in advertising for our adoption assistance program
  • Corporate discounts
  • VMLY&R Diversity, Equity, and Inclusion (DEI) team, which guides, celebrates, and promotes cultural literacy; increases employee engagement; recruits and retains a diverse workforce; and builds internal opportunities for people to learn and grow.

VMLY&R is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, or physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.


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