CX-UX Manager

📍 Job Overview

Job Title: CX-UX Manager

Company: VML

Location: Mexico City, Mexico City, Mexico

Job Type: Full-Time

Category: Creative & Media / Management & Leadership / Art & Design / Marketing / Data & Analytics

Date Posted: May 05, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead and strategically evolve the User Experience (UX) and Customer Experience (CX) practice, transitioning it from tactical execution to a robust management and strategic orchestration function.

• Drive critical discovery processes, including user research, needs assessment, and pain point identification, leveraging methodologies like Human-Centered Innovation, Design Thinking, and the Double Diamond framework.

• Oversee the comprehensive design of customer experiences, encompassing customer journey mapping, information architecture, wireframing, and prototyping, ensuring alignment with business objectives and brand consistency.

• Foster strong cross-functional collaboration with Data Analytics, Digital Insights, CRO, CRM, and SEO teams to translate research findings into actionable, measurable business decisions.

• Cultivate and mentor the UX/UI team, providing coaching, feedback, and guidance to promote a culture of collaboration, critical thinking, and continuous improvement in design operations.

📝 Enhancement Note: The role of CX-UX Manager at VML, a large global creative agency within WPP, implies a significant focus on strategic leadership within the operations of their client service delivery. This is not just about individual design contributions but about building and scaling a design practice. The emphasis on "management, orchestration, and strategic design" highlights a need for candidates with strong operational, process, and team leadership skills, in addition to deep UX/CX expertise. The cross-functional collaboration requirements point to an operations-centric role focused on integrating design thinking into broader Go-To-Market (GTM) and product development strategies.

📈 Primary Responsibilities

• Strategic Practice Leadership: Define the vision and roadmap for the UX/CX practice, establishing standards, frameworks, rituals, and best practices to enhance operational maturity and scalability.

• Discovery & Research Oversight: Design and facilitate comprehensive discovery processes, ensuring thorough understanding of user needs, business objectives, and market opportunities through advanced research synthesis and problem framing.

• Experience Design Governance: Guide the definition and implementation of customer journeys, information architecture, wireframes, and prototypes, ensuring seamless integration and consistency across all touchpoints.

• Cross-Functional Integration: Act as a key liaison between UX/CX and Data Analytics, Digital Insights, CRO, CRM, and SEO teams, ensuring research findings are translated into data-informed, actionable strategies and implemented effectively.

• Talent Development & Coaching: Provide direct management, coaching, and performance feedback to the UX/UI team, fostering a high-performing environment that encourages innovation, critical thinking, and continuous skill development.

• Operational Process Improvement: Establish and maintain operational governance for the UX/CX discipline, focusing on efficiency, quality, and impact measurement in design workflows and project execution.

• Stakeholder Management: Effectively communicate design strategies, research insights, and project progress to internal teams and external clients, building consensus and driving adoption of user-centered design principles.

📝 Enhancement Note: The responsibilities outlined indicate a senior-level operations role focused on building a mature design practice. Beyond core UX/CX tasks, the emphasis on "governance," "scaling," and "operational maturity" suggests a need for candidates who can define and implement processes, manage resources effectively, and demonstrate the operational impact of UX/CX initiatives on business outcomes for VML's clients. This role requires a blend of strategic design leadership and operational management.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design (Interaction, Graphic, Industrial), Communication, Psychology, Engineering, Systems, or a related field.

Experience:

• 7+ years of demonstrable experience in UX, CX, Service Design, Product Design, or closely related disciplines.

Required Skills:

• Advanced proficiency in discovery research methodologies, including research synthesis and problem framing.

• Deep expertise in customer journey mapping, service blueprints, and context mapping.

• Strong command of information architecture, UX flows, wireframing, and prototyping techniques.

• Proven ability to facilitate workshops and co-creation sessions effectively.

• Demonstrated capacity to prioritize initiatives based on value, impact, feasibility, and effort.

Preferred Skills:

• Experience with experimentation, Conversion Rate Optimization (CRO), digital analytics, and customer lifecycle management.

• Familiarity with data-driven ecosystems and their application in design strategy.

• Experience in managing and developing design talent within an agency or client-side setting.

📝 Enhancement Note: The qualifications highlight a need for a seasoned professional who can not only perform advanced UX/CX tasks but also operationalize them. The dual requirement of deep experience in design disciplines and leadership experience in managing teams or practices is crucial. The emphasis on advanced English and specific methodologies like "Double Diamond" and "Human-Centered Innovation" points to a global agency standard. The preference for CRO and analytics experience suggests a strong alignment with revenue-generating operations and performance marketing.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies in Practice Building: Showcase examples of how you have established or significantly improved UX/CX processes, frameworks, or operational standards within a team or organization.

• Research to Action Demonstration: Present detailed case studies demonstrating the end-to-end process from initial discovery research and synthesis to actionable design solutions and measurable business impact.

• Cross-Functional Integration Examples: Include projects where you successfully collaborated with data analytics, CRO, CRM, or SEO teams, illustrating how design insights were integrated with other operational functions.

• Team Leadership & Development: Provide evidence of your experience in coaching, mentoring, and developing UX/UI talent, highlighting your approach to team management and performance improvement.

Process Documentation:

• Workflow Design & Optimization: Document your approach to designing and optimizing UX/CX workflows, including discovery phases, design sprints, and collaboration protocols.

• Framework Implementation: Illustrate your experience in implementing and adapting methodologies such as Design Thinking, Double Diamond, or Agile within a team structure.

• Metrics & Measurement: Demonstrate how you define, track, and report on key UX/CX metrics and operational KPIs that demonstrate value and impact to stakeholders.

📝 Enhancement Note: For a management role focused on evolving an entire practice, a portfolio must go beyond individual design work. It needs to showcase the candidate's ability to build, manage, and optimize operational processes within a design context. Demonstrating experience in scaling a practice, leading cross-functional initiatives, and measuring the operational impact of design is paramount.

💵 Compensation & Benefits

Salary Range:

• Estimated Range: $70,000 - $110,000 USD annually, depending on experience, qualifications, and negotiation.

• Research Methodology: This estimate is based on industry benchmarks for senior UX/CX Managers in major metropolitan areas like Mexico City, considering the size and global nature of VML (part of WPP), and the specified experience level (7+ years). Salary data from reputable sources like Glassdoor, LinkedIn Salary, and industry compensation reports for similar roles in marketing/creative agencies and tech-adjacent companies in Latin America were consulted. The range accounts for the hybrid work model, flexible hours, and competitive remuneration mentioned.

Benefits:

• Hybrid Work Model: Offers flexibility with a balance between remote and in-office work, averaging 4 days in the office per week.

• Work Tools Provided: Essential tools for work, including laptop and phone, will be provided.

• Competitive Remuneration: A competitive salary package designed to attract and retain top talent.

• Flexible Schedule: Options for flexible working hours to accommodate personal needs and optimize productivity.

• Short Fridays: Enjoy shorter workdays on Fridays, promoting work-life balance.

• Development & Growth Plans: Structured opportunities for professional development, training, and career advancement within VML and WPP.

• Diverse & Inclusive Environment: A commitment to fostering a welcoming and equitable work environment for all employees.

Working Hours:

• Standard full-time employment, typically around 40 hours per week, with the provision of a flexible schedule to enhance work-life integration.

📝 Enhancement Note: The provided benefits suggest a focus on employee well-being and professional growth, aligning with modern talent attraction strategies. The "competitive remuneration" is a standard offering, and the estimated salary range is derived from market data for similar roles in comparable locations and company structures. The flexibility offered in hours and the hybrid model are key aspects for operational roles that often require deep focus.

🎯 Team & Company Context

🏢 Company Culture

Industry: Advertising & Marketing Services, Digital Transformation, Creative Services, Technology Solutions. VML operates at the intersection of creativity, technology, and data to drive business growth for its clients.

Company Size: Large Enterprise (26,000+ employees globally). VML is part of WPP, a massive global network. This scale implies robust processes, extensive resources, and opportunities for broad impact, but also requires strong individual initiative to navigate.

Founded: VML was formed through the merger of WPP Digital agencies VML and Y&R, with a history tracing back to 1992. WPP itself was founded in 1982. This long-standing presence signifies stability, established methodologies, and a deep understanding of the industry.

Team Structure:

• UX/CX Practice: This role leads a dedicated UX/UI team, likely comprising designers, researchers, and potentially UX writers.

• Cross-functional Integration: The team operates within a matrixed structure, collaborating closely with Data Analytics, Digital Insights, CRO, CRM, SEO, Project Management, and Client Account teams.

• Reporting: The CX-UX Manager likely reports into a senior leadership role within the agency's digital, experience, or client services division, with direct reports within the UX/UI team.

Methodology:

• Human-Centered Design: Core to VML's approach, emphasizing understanding user needs to drive creative solutions.

• Agile & Iterative Processes: Likely employed for project delivery, enabling flexibility and rapid response to client needs and market changes.

• Data-Driven Decision Making: Strong emphasis on leveraging data analytics, insights, and performance metrics (CRO, A/B testing) to inform strategy and measure success.

• Connected Brand Experience: Focus on integrating brand, customer, and commerce experiences to create seamless and impactful journeys.

Company Website: https://www.vml.com/

📝 Enhancement Note: VML's positioning as a leading creative company within WPP indicates a fast-paced, client-centric environment that values innovation, data-driven insights, and integrated solutions. For an operations role like CX-UX Manager, this means the work is directly tied to client success and revenue generation, requiring a strategic mindset and the ability to translate complex user needs into measurable business outcomes. The emphasis on "connected brands" suggests a holistic view of customer journeys.

📈 Career & Growth Analysis

Operations Career Level: This is a Managerial/Lead role within a specialized practice area (UX/CX). It represents a significant step up from individual contributor roles, requiring leadership, strategic planning, and operational oversight. The role is foundational for scaling and maturing the UX/CX function within the agency.

Reporting Structure: The CX-UX Manager will manage a team of UX/UI professionals and likely report to a Director or VP level within VML's broader experience, digital, or client services departments. They will collaborate heavily with leaders in Data, CRM, and Project Management.

Operations Impact: The role directly impacts VML's ability to deliver high-quality, user-centered digital experiences for its clients. By improving the UX/CX practice, the manager enhances client satisfaction, drives better campaign performance, supports client growth objectives, and strengthens VML's reputation as a leader in experience design. This operational excellence is critical for client retention and new business acquisition.

Growth Opportunities:

• Practice Expansion: Opportunity to grow the UX/CX practice by expanding service offerings, client engagements, and team size.

• Leadership Advancement: Potential to move into Director or VP roles overseeing broader experience design, digital strategy, or client operations.

• Cross-Disciplinary Expertise: Develop deeper knowledge in areas like CRO, Analytics, CRM, and Service Design through collaboration and project exposure.

• Global Mobility: As part of WPP, opportunities may arise for roles in other VML offices globally.

• Mentorship & Training: Access to WPP's extensive learning and development resources for continuous skill enhancement.

📝 Enhancement Note: This role is a key pivot point in an operations career, moving from execution to strategic leadership and team management. The growth trajectory is clear, focusing on expanding influence within the agency and potentially across the broader WPP network. Demonstrating operational efficiency and strategic impact in this role will be critical for future advancement.

🌐 Work Environment

Office Type: Hybrid work model, with teams expected to be in the office approximately four days a week. This suggests a collaborative office environment designed to foster teamwork, brainstorming, and in-person client interactions.

Office Location(s): Mexico City, Mexico. This location likely provides access to a vibrant talent pool and a strategic hub for VML's operations in Latin America.

Workspace Context:

• Collaborative Spaces: The office environment is designed to encourage interaction, cross-pollination of ideas, and spontaneous problem-solving among diverse teams.

• Technology & Tools: Access to the latest design software, collaboration platforms, and agency-specific tools necessary for effective UX/CX work.

• Team Interaction: Frequent opportunities for direct interaction with direct reports, peers, and senior leadership, fostering a sense of community and shared purpose.

Work Schedule:

• Flexible working hours are offered, allowing individuals to structure their day to optimize productivity and work-life balance, while adhering to core collaboration needs and client demands.

📝 Enhancement Note: The hybrid model and flexible hours point to an operational environment that values both structured productivity and individual autonomy. The focus on collaboration in the office suggests that team dynamics and in-person brainstorming are key components of VML's operational culture, particularly for a role that bridges creative strategy with client needs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio by HR or a recruiting specialist to assess basic qualifications and alignment with the role.

• Hiring Manager Interview: A deep dive with the hiring manager (likely a Director or VP) focusing on your leadership experience, strategic vision for UX/CX, and approach to operationalizing design. Expect questions about past team management and practice-building efforts.

• Cross-functional/Team Interview: Meetings with key stakeholders from Data Analytics, CRM, or other collaborating departments, as well as potential direct reports. This assesses your collaborative style, ability to translate insights, and team leadership potential.

• Case Study Presentation/Challenge: You may be asked to present a portfolio case study or tackle a simulated problem that requires demonstrating your strategic thinking, research synthesis, and operational planning skills.

• Final Interview: Potentially with a senior executive to discuss cultural fit, long-term vision, and alignment with VML's strategic goals.

Portfolio Review Tips:

• Quantify Impact: For each case study, clearly articulate the business problem, your process, your specific role, and most importantly, the measurable results (e.g., improved conversion rates, user satisfaction scores, efficiency gains).

• Showcase Operational Thinking: Highlight instances where you implemented new processes, improved workflows, scaled a practice, or managed a team to achieve specific operational objectives.

• Demonstrate Cross-Functional Collaboration: Include projects where you effectively partnered with data, analytics, product, or marketing teams to achieve integrated outcomes.

• Focus on Leadership: If possible, include examples of how you mentored team members, led workshops, or contributed to the strategic direction of a design function.

• Tailor to VML: Research VML's client work and values, and subtly align your portfolio presentation to demonstrate how your skills and experience can contribute to their specific business goals.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for questions that present a hypothetical client challenge or an operational issue within a design team. Practice articulating your problem-solving approach, focusing on process, data, and collaboration.

• Methodology Articulation: Clearly explain your command of core UX/CX methodologies (Design Thinking, Double Diamond, Agile) and how you apply them operationally.

• Leadership Scenarios: Practice responding to questions about managing team conflict, motivating designers, or handling difficult stakeholder feedback.

📝 Enhancement Note: The interview process for a managerial operations role emphasizes strategic thinking, leadership, and demonstrable impact. Candidates should prepare to discuss not just what they designed, but how they managed processes, teams, and achieved measurable business outcomes. The portfolio review is critical for showcasing this operational capability.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop, XD), InVision, Axure RP. Proficiency in at least one major design tool is expected, with Figma being a strong industry standard.

• Research & Collaboration: Miro, Mural (for workshops and journey mapping), UserTesting.com, Lookback, Dovetail (for qualitative research analysis), Jira, Confluence (for agile project management and documentation).

• Presentation Software: PowerPoint, Keynote, Google Slides for client presentations and internal reporting.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics. Understanding how to interpret user behavior data is crucial.

• A/B Testing & CRO Platforms: Optimizely, VWO (Visual Website Optimizer), Google Optimize. Experience in designing and analyzing experiments.

• Data Visualization: Tableau, Power BI, Google Data Studio (Looker Studio) for creating dashboards and reporting on UX/CX performance and operational metrics.

CRM & Automation:

• CRM Systems: Salesforce, HubSpot. Understanding how customer data flows and impacts experience is beneficial.

• Customer Data Platforms (CDPs): While not explicitly mentioned, familiarity with how CDPs integrate user data to create unified profiles is a plus.

• Integration Tools: Understanding of how various tools connect within a MarTech or CX stack is advantageous.

📝 Enhancement Note: Proficiency with industry-standard design and research tools is a given. However, for this operations-focused role, strong analytical skills and familiarity with data visualization, A/B testing platforms, and CRM systems are highly valued. The ability to connect UX/CX efforts to measurable business outcomes through data is a key differentiator.

👥 Team Culture & Values

Operations Values:

• Human-Centricity: A core belief in understanding and prioritizing the needs of users in all design and operational decisions.

• Collaboration & Partnership: Emphasis on working effectively across diverse teams and with clients to achieve shared goals.

• Data-Driven Excellence: Commitment to using data and insights to inform strategy, measure impact, and drive continuous improvement in operations.

• Innovation & Curiosity: A proactive approach to exploring new ideas, methodologies, and technologies to push creative and operational boundaries.

• Accountability & Ownership: Taking responsibility for outcomes, delivering high-quality work, and driving initiatives to completion.

Collaboration Style:

• Integrated Teams: VML fosters an environment where teams are integrated, breaking down silos between creative, strategy, data, and client services.

• Workshop-Centric: Regular use of workshops for ideation, problem-solving, and alignment across disciplines.

• Feedback-Rich Environment: Encouragement of open, constructive feedback to foster learning and continuous improvement within teams and projects.

• Agile & Iterative: A flexible and responsive approach to project management and problem-solving, adapting to evolving client needs and market dynamics.

📝 Enhancement Note: VML's values emphasize a blend of human-centered creativity and data-driven operational rigor. The culture likely supports a dynamic, collaborative environment where designers are encouraged to be strategic thinkers and problem-solvers, working closely with other operational functions to deliver integrated client solutions.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling a Practice: Growing the UX/CX function from a tactical execution unit to a strategic, scalable operation within a large agency structure.

• Cross-Functional Alignment: Ensuring seamless integration and effective collaboration between UX/CX and other departments (Data, CRM, CRO, SEO) to deliver cohesive client strategies.

• Measuring ROI: Clearly demonstrating the tangible business impact and ROI of UX/CX initiatives to clients and internal stakeholders.

• Adapting to Evolving Technologies: Staying ahead of rapid changes in design tools, user behavior, and digital platforms to maintain a competitive edge.

• Balancing Client Demands with Team Well-being: Managing diverse client projects and deadlines while ensuring the team's workload is sustainable and fosters professional growth.

Learning & Development Opportunities:

• Advanced Methodologies: Deepen expertise in areas like AI-driven design, advanced analytics integration, or specialized Service Design for complex ecosystems.

• Leadership Training: Access to WPP's extensive leadership development programs, focusing on strategic management, financial acumen, and team building.

• Industry Conferences & Certifications: Opportunities to attend leading UX/CX conferences and pursue relevant certifications to stay at the forefront of the field.

• Mentorship: Potential to be mentored by senior leaders within VML and WPP or to mentor junior team members, fostering a continuous learning loop.

📝 Enhancement Note: The challenges for this role are significant, focusing on strategic operational leadership. Success will hinge on the candidate's ability to build robust processes, drive measurable results, and manage complex stakeholder relationships. The growth opportunities are substantial, offering a clear path for career advancement within a global organization.

💡 Interview Preparation

Strategy Questions:

• "How would you evolve VML's UX/CX practice from a tactical function to a strategic driver of client growth?"

• "Describe a time you successfully implemented a new design process or framework that significantly improved team efficiency or output."

• "How do you prioritize UX/CX initiatives when faced with competing client demands and limited resources?"

Company & Culture Questions:

• "What do you know about VML and WPP, and how do you see this role contributing to our mission?"

• "Describe your approach to fostering a diverse, inclusive, and collaborative team culture within a hybrid work environment."

• "How do you ensure your team stays aligned with client business goals and VML's overall strategic direction?"

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your approach (emphasizing process and strategy), your role, the challenges faced, and the quantifiable results achieved.

• Highlight Operational Impact: Specifically call out any process improvements, team leadership aspects, or operational efficiencies you introduced.

• Showcase Cross-Functional Collaboration: Detail how you worked with other departments (e.g., data, CRM) and the impact of that collaboration.

• Prepare for Q&A: Anticipate questions about your decision-making process, trade-offs made, and how you would scale your approach.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic operational thinking, leadership capabilities, and a data-driven approach. Candidates need to be ready to articulate their experience in building and managing processes, leading teams, and driving measurable business impact for clients, aligning with VML's values and operational goals.

📌 Application Steps

To apply for this operations position:

• Submit your application through the VML careers portal via the provided link.

• Portfolio Customization: Curate your portfolio to prominently feature case studies that demonstrate your experience in leading UX/CX teams, establishing operational processes, and driving measurable business outcomes. Prioritize examples of cross-functional collaboration and strategic practice evolution.

• Resume Optimization: Tailor your resume to highlight keywords relevant to UX/CX leadership, operations management, process improvement, and team development. Quantify your achievements with specific metrics and results.

• Interview Preparation: Practice articulating your strategic approach to operations, your leadership philosophy, and your experience in managing design functions. Prepare to discuss how you would tackle specific challenges outlined in the job description.

• Company Research: Thoroughly research VML's client work, recent news, and stated values. Understand their approach to connected experiences and how your role as CX-UX Manager can directly contribute to their success and client satisfaction.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.