Head Of Analytics & Data, Cx

Head of Analytics and Data, CX

Company: VML (Ford)

Location: Sea Containers, London

Reporting to: Chief Data Officer, Europe, WPP|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.

The Role

Are you a customer experience enthusiast with a knack for the use of data, analytics and CX technologies to improve the customer experience for companies? Do you bring a passion for expertise in data, consumer research, and consumer insights, coupled with a strong desire to build a new capability in an agency setting?

If so, we are looking for you for a new role in our data and analytics team as our Head of Data and Analytics, Customer Experience (CX). The role sites within our wider data and analytics function for the largest client across WPP and will look after a consultative, strategic and analytical set of deliverables for that client. You will look to improve the use of the technology through data, guiding the roadmap to improved data, and deep dive analysis and customer data science for this client. As a matter of import, a mindset of continuous improvement and agile practicality is needed for the role.

The role requires a generalist data strategist in the field of CX as you will help the client unlock new opportunities, revenue, and improved NPS through data and technology infrastructure maturity and integrations, data governance, measurement strategy and frameworks, and customer insights. This role will leverage your data analysis expertise to spot trends, comprehend consumer experiences, and take proactive steps to enhance them for the client.

Key Responsibilities:

• Act as the consultant and guide of the client’s CX data, best practices, measurement frameworks and analytical methodologies.
• Proactive and systemised identification of emerging trends and sensitive issues in the client’s customer journeys
• Provide insight and data analysis of direct consumer and employee feedback
• Develop roadmap for existing and future CX tech and data requirements.
• Build a burgeoning capability in CX data and analytics for the agency as a whole by showcasing and speaking about the work that we do in this space

Knowledge, Skills and Experience Required:

You would thrive in this role if you embody these values and have at least some of these skills:

Values.

• Honesty.
• Desire to learn from feedback, mistakes and those around you.
• Ambition to relentlessly improve and innovate.
• Initiative to ask questions, make suggestions and follow through on commitments.
• Creativity to join dots in ways not done before.
• Curiosity to really understand the data, business context and their links.

Skills.

• CX agency experience required, although having experience client side in a manufacturing, FMCG company would be a huge plus
• Strong use of Microsoft Excel, coupled with data analysis capabilites and the ability to identify trends
• Strategic understanding and knowledge of CX data, technologies, analytics and how they tie into marketing and business outcomes is a must
• If not a background then an appreciation of marketing effectivness, social listening tools and CRM (both email and customer journey communications)
• Strong business partnering and ability to influence
• Excellent communicator (written and verbal) at all levels

What's in it for you?

Tremendous growth opportunities in a new, ambitious and stimulating team enviroment.

Direct mentoring from the CDO to accelerate your career growth.

Aside from a generous annual leave allowance and pension allowances, you will have access to a whole host of other benefits and activities such as

• Life Assurance
• Permanent Health Insurance
• BUPA
• Flexible hybrid-working schedule
• Enhanced family friendly policies
• Well-being Programme
• Employee Assistance Support
• Cycle to Work Scheme
• Eye Care and Glasses Vouchers
• Season Ticket Loans
• WPP Discounts

You will also have a clear long-term career development plan and access to our learning and development activities and online learning platforms.

Our Commitment to Diversity, Equity & Inclusion

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

If you are unable or limited in your ability to access our career site as a result of a disability, we will be happy to assist you. Please contact our People Team at [Insert Email address] to request an alternate accommodation. Please note that only requests for an employment application accommodation will be returned.