Program Manager

Who We Are VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney. About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com . VML is in search of a PROGRAM MANAGER – CX, PRODUCT DEVELOPMENT What you’ll do: Facilitate and proactively manage the strategy and design phases for customer experiences across digital touchpoints, focusing on websites and content. Ensuring initiatives are on schedule, on budget and within scope. Orchestrate & collaborate with cross-functional teams (strategy, design, content, marketing, research) managing day-to-day project schedules, tracking team capacity, coordinating resource assignments, and refining collaborative ways of working to maximize team efficiency and impact. Support 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. Manage 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. Lead the development and maintain customer journey maps 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. Drive the design development of user-centered website layouts, digital assets and content. Ensure all final designs align with business goals and customer needs, while helping to establish and document design standards and content governance processes. Participate in quality assurance testing, focusing on the customer experience and identifying areas for improvement. 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. Collaborate as an active member of the Delivery team to co-create, optimize, and maintain shared delivery tools, templates, and operational processes, driving continuous improvement and standardizing best practices across the PMO. 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…