CX Program Manager (Ford)

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: 

• Customer-focused: Passionate about creating positive customer experiences and understanding customer needs.
• Strong communicator and collaborator: Clearly communicate customer insights and design recommendations to stakeholders. Facilitate effective cross-functional collaboration.
• Process-oriented problem-solver: Identify and address customer pain points through thoughtful design solutions. Develop and improve operational processes for CX.
• Organized and detail-oriented: Maintain organization and attention to detail in CX design and implementation, including process documentation.
• Proficient in CX methodologies and tools: Familiar with customer research methods, journey mapping, service blueprinting, and human-centered design principles.
• Driven to improve ways of working: Proactive in identifying opportunities to optimize processes and create more efficient and effective workflows.

What you’ll need: 

• 5-7 years of experience in customer experience (CX) design, product development, or a related field: Demonstrated experience applying CX methodologies to digital projects and websites, including experience developing and improving related processes.
• Solid understanding of CX principles and frameworks: Knowledge of Forrester's definition of CX and its implications for website and content development. Experience operationalizing CX principles within a team or organization.
• Experience with customer research methods and process development: Proficient in conducting user interviews, usability testing, and surveys, and developing documented research processes.
• Technical aptitude and process orientation: Understanding of website technologies (HTML, CSS), content management systems (CMS), and website analytics tools. Familiarity with software development lifecycles and agile methodologies. Experience defining and documenting technical processes.
• Analytical skills and data-driven approach to process improvement: Ability to analyze customer data and website analytics to identify trends and inform design decisions. Use data to measure the effectiveness of CX processes and identify areas for optimization.