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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # CX Researcher - (App and Web Ops) - Perm - **Company:** VML\u002FWPPEnterprise Solutions - **Location:** London, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Adobe Analytics, Agile Methodology, Business Analytics Applications, Computing Platforms, Collaborative Software, Google Analytics, Mobile Application Software, Software Tools, Mixpanel, User-Centered Design, Web Analytics, Web Platforms, Qualtrics, Firebase, Data Analytics, Figma - **Published:** July 5, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=2ecb3410fd530fb6 ## About the Role You are a highly motivated, self-sufficient, and top-tier Senior CX Researcher with a passion for understanding people and solving complex problems. Your expertise spans a wide range of research methodologies, and you are adept at synthesizing diverse data points into clear, compelling narratives that drive business impact. * Extensive Research Experience: Broad hands-on experience as a UX Researcher, CX Researcher, or similar role, demonstrating a broad command of qualitative and quantitative research methodologies. * Automotive Industry Acumen: A demonstrated passion for and understanding of the automotive industry, customer segments, vehicle ownership lifecycle, and the role of digital services in modern motoring. * Dual-Platform Expertise: Proven experience conducting research across both mobile applications (iOS and Android) and complex web platforms, understanding the unique constraints and opportunities of each. * Methodological Versatility: Expertise in designing and executing a wide range of research methods, including but not limited to: usability testing, in-depth interviews, surveys, A/B test analysis, contextual inquiry, and ethnographic studies. * Analytical & Data-Driven: Strong analytical skills with the ability to interpret complex data from various sources (analytics platforms, research studies) and translate it into actionable design and business insights. * Collaboration & Adaptability: Exceptional collaboration skills, with the ability to seamlessly transition between and effectively support two distinct teams (App Ops and Web Ops/DX) with competing priorities. * Communication & Storytelling: Excellent written and verbal communication skills, with the ability to create compelling narratives from research findings and influence stakeholders at all levels. * Tool Proficiency: Proficiency with research tools (e.g., UserTesting.com, Qualtrics, Optimal Workshop), analytics platforms (e.g., Google Analytics, Adobe Analytics, Mixpanel, Firebase), and design collaboration tools (e.g., Figma for reviewing prototypes). * Strategic & Proactive: Ability to proactively identify research needs, frame problems, and define opportunities that align with business objectives, rather than just responding to requests. * Empathy & Customer Advocacy: A deep-seated empathy for the customer and a relentless drive to advocate for their needs throughout the product development lifecycle. * Agile Environment Experience: Comfortable operating within agile development methodologies, delivering timely insights to inform iterative product development. ## Description We are seeking a highly skilled and empathetic Senior CX Researcher to deliver deep customer insights across our leading automotive client's mobile App Operations (App Ops) and Web Operations (Digital Experience - DX) teams. This hybrid role is for a strategic researcher who will split their time 50/50 between these two critical areas, fostering a holistic understanding of the customer journey and ensuring a seamless, high-quality experience across all digital touchpoints. You will be instrumental in uncovering user needs, behaviors, and motivations, translating them into actionable recommendations that drive product strategy, design decisions, and ultimately, customer satisfaction and loyalty within the automotive ecosystem. You'll be the voice of the customer, directly influencing the evolution of the client's key digital products. What you'll be doing Strategic Research Planning & Execution (Across App & Web): * Develop and execute comprehensive research plans, utilizing a blend of qualitative and quantitative methodologies tailored to specific product and business objectives within both App Ops and Web Ops (DX). * Design, facilitate, and moderate a variety of research activities, including in-depth interviews, usability testing (on desktop and mobile devices), contextual inquiries, focus groups, surveys, card sorting, and tree testing. * Manage participant recruitment, screening, and scheduling for research studies, ensuring diverse and representative samples. * Champion user-centered design principles and a research-driven approach throughout both App Ops and Web Ops (DX) teams. App Operations Focus (Approx. 50%): * Conduct specialized research into mobile app user behavior, covering aspects like onboarding flows, feature discoverability and adoption, in-app navigation, notification preferences, integration with vehicle features, and overall app performance sentiment. * Evaluate existing and proposed app functionalities to identify pain points, usability issues, and opportunities for experience enhancement within the App Operations lifecycle. * Analyze mobile-specific analytics data (e.g., app usage metrics, crash reports, session recordings) to inform research questions and validate findings. Web Operations (DX) Focus (Approx. 50%): * Lead research efforts for the client's website and other digital platforms, focusing on user journeys related to vehicle configuration, online purchasing, service booking, lead generation, content consumption, and brand engagement. * Investigate website information architecture, navigation structures, content effectiveness, and conversion funnels to identify friction points and optimization opportunities. * Utilize web analytics data (e.g., Google Analytics, Adobe Analytics, heatmaps) to identify areas requiring deeper qualitative investigation. * Analysis, Synthesis & Communication: * Analyze research data from various sources (qualitative feedback, quantitative metrics) to identify patterns, themes, and actionable insights. * Synthesize complex findings into clear, concise, and compelling deliverables such as research reports, personas, journey maps (detailing cross-channel experiences), user flows, and actionable recommendations. * Present research findings and recommendations to diverse stakeholders, from product managers and designers to marketing teams and C-suite executives, adapting communication style and level of detail as appropriate. * Maintain a centralized repository of research insights, ensuring findings are discoverable and utilized across both App Ops and Web Ops (DX) teams. ## Related Videos - [Boost Productivity with AI: Figma & Playwright MCP Workflows - Aris Markogiannakis](https://www.wearedevelopers.com/videos/1768-boost-productivity-with-ai-figma-playwright-mcp-workflows-aris-markogiannakis) - [Intro to Flutter Development](https://www.wearedevelopers.com/videos/170-intro-to-flutter-development) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Designing the Future of Human<>Agent Collaboration](https://www.wearedevelopers.com/videos/1447-designing-the-future-of-human-agent-collaboration) - [The Innovation Formula: Fast Prototyping, Data Analysis, and Real User Insights](https://www.wearedevelopers.com/videos/1421-the-innovation-formula-fast-prototyping-data-analysis-and-real-user-insights) - [Learning From My Side Project Mistakes](https://www.wearedevelopers.com/videos/1275-learning-from-my-side-project-mistakes) ## Related Articles - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [7 Most Popular Web Developer Jobs in Europe](https://www.wearedevelopers.com/magazine/163-7-most-popular-web-developer-jobs-in-europe) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Biggest German Tech Companies](https://www.wearedevelopers.com/magazine/424-the-biggest-german-tech-companies) - [Why developer experience matters](https://www.wearedevelopers.com/magazine/514-why-developer-experience-matters) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers)