CX Researcher (Web Operations) (Automotive)

TL;DR

CX Researcher (Web Operations) (Automotive): Conducting qualitative and quantitative research to shape digital experiences for a high-profile automotive client with an accent on behavioral analysis and data-informed optimization. Focus on identifying customer pain points, developing journey maps, and collaborating with cross-functional DX teams to improve conversion and user satisfaction.

Location: Hybrid in London, UK (office attendance average 4 days a week)

Company

hirify.global, part of WPP, is a leading global creative company combining brand experience, customer experience, and commerce to drive growth for blue-chip clients.

What you will do

• Plan and conduct qualitative and quantitative research across the client's web ecosystem using interviews, usability testing, and surveys.
• Deliver actionable insights to shape UX improvements, content strategies, and broader digital experience decisions.
• Analyze automotive customer journeys, including research, purchase consideration, ownership, and servicing experiences.
• Collaborate with analytics and optimization teams to support CRO and experimentation initiatives.
• Develop customer journey maps, personas, and behavioral frameworks to support experience strategy.
• Present research findings and strategic recommendations to technical teams and senior stakeholders.

Requirements

• Strong experience in CX Research, UX Research, or Service Design Research within digital environments.
• Proven ability to synthesize both qualitative and quantitative research methodologies.
• Experience working with complex web ecosystems, digital products, or enterprise-level platforms.
• Proficiency in creating journey maps, personas, and detailed insight reports.
• Familiarity with analytics, CRO, and behavioral insight tools.
• Must be based in or able to work in London on a hybrid basis (4 days/week in office).

Nice to have

• Experience in automotive, retail, eCommerce, or premium consumer brand sectors.

Culture & Benefits

• Discretionary bonus scheme and competitive pension.
• Medical insurance and life assurance.
• Professional training opportunities and career development support.
• Family-friendly policies and options to buy or sell holidays.
• Collaborative culture based on the core values of Heart, Brains, and Courage.