Senior CX Researcher

Dentsu Webchutney; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Merkle in Bengaluru seeks a Senior CX Researcher with 8–14 years of experience to lead Voice of Customer programs and end-to-end CX studies across BFSI, telecom, retail, and consumer tech. You will own problem framing, survey design and KPI development while guiding stakeholder workshops.

You will design and run NPS/CSAT/CES surveys, map journeys, and synthesize insights into actionable recommendations for clients, managing timelines and budgets.

Qualifications

• 8+ years in CX research, insights, VoC, with at least 4 years owning studies end to end.
• Hands-on ownership of NPS/CSAT/CES programs and questionnaire governance.
• Strong command of quantitative methods and large datasets.
• Experience with journey mapping, touchpoint analysis and RCA.
• Proficiency with CX/survey platforms (Qualtrics, Medallia) and analytics tools (SPSS, R, Python).
• Experience in an agency or in-house CX teams across BFSI/telecom/retail/e-commerce/healthcare.
• Experience with multiple products/verticals is a plus.

Responsibilities

• CX measurement and VoC programs: design, run and refine NPS (TNPS/RNPS), CSAT and CES surveys across touchpoints.
• Build CX metric frameworks and KPI trees linked to retention, churn, repeat purchase and revenue.
• Set up and govern closed-loop feedback processes to address customer pain points and improve outcomes.
• Research design and execution: problem framing, questionnaire and discussion-guide design, sampling and fieldwork oversight.
• Combine quantitative methods with qualitative methods (IDIs, focus groups, diary studies, ethnography, journey mapping).
• Map customer journeys and service blueprints to identify moments of truth across digital and offline channels.
• Run driver analysis, RCA for low-scoring journeys, and text/sentiment analysis on feedback and transcripts.
• Translate findings into clear, prioritized recommendations and client-facing narratives; manage timelines and budgets.

Skills

CX research

VoC programs

NPS/CSAT/CES

Quantitative methods

Journey mapping

Stakeholder storytelling

Tools

Qualtrics

Medallia

Sprinklr

SPSS

R

Python

Excel (advanced)

Job description

Job title

Senior Customer Experience (CX) Researcher

Experience

8-14 years

Location

Mumbai, Bangalore

Shift Timing

2-11 PM

Key responsibilities

CX measurement and VoC programs

• Design, run and refine Voice of Customer programs, including relationship and transactional NPS (TNPS/RNPS), CSAT and CES surveys across touchpoints.
• Build CX metric frameworks and KPI trees that link experience scores to retention, churn, repeat purchase and revenue.
• Set up and govern closed-loop feedback processes to address customer pain points and improve customer experience outcomes.
• undefined Research design and execution Lead end-to-end customer research: problem framing, methodology, questionnaire and discussion-guide design, sampling, fieldwork oversight and analysis.Combine quantitative methods (surveys, driver analysis, segmentation) with qualitative methods (IDIs, focus groups, diary studies, ethnography, journey walk-throughs).Map customer journeys and service blueprints to identify moments of truth and pain-points across digital and offline channels. Analysis and insight Run key driver analysis, root-cause analysis (RCA) for low-scoring journeys, and text and sentiment analysis on open-ends, reviews, complaints and call transcripts.Analyze customer feedback alongside operational datasets (CRM, contact-center, app analytics) to identify drivers of customer experience metrics - root causes, trends and opportunities for improvement.undefined Storytelling and stakeholder management Turn findings into clear, prioritized recommendations and compelling client-facing narratives, and facilitate insight-to-action workshops with business stakeholders and clients.Manage timelines, budgets and vendor or fieldwork partners across multiple concurrent projects.

Required experience and skills

8+ years in customer experience research, customer insights, market research or VoC, with at least 4 years owning CX studies or programs end to end. Hands-on ownership of NPS, CSAT or CES programs, including questionnaire design, metric governance and reporting. Strong command of quantitative methods. Experience with customer journey mapping, touchpoint analysis and root-cause analysis. Analytical depth: driver analysis, regression, segmentation, significance testing; comfortable with large survey and operational datasets. Good to have: Experience in at least one CX or survey platform (Qualtrics, Medallia etc) and at least one analysis tool (SPSS, R, Python etc.) Proven ability to storyboard insights and present to CXOs and senior stakeholders, and to influence decisions. Experience in an agency, research consultancy or in-house insights/CX team, ideally across BFSI, telecom, retail, e-commerce, consumer tech or healthcare. Experience in working with different products, product stages, and verticals is a must Good-to-have AreaTools CX / VoC platformsQualtrics (incl. XM Discover), Medallia, SprinklrAnalysisSPSS, R or Python, Excel (advanced), Q Research Software

Location

DGS India - Bengaluru - Manyata N1 Block

Brand

Merkle

Time Type

Full time

Contract Type

Permanent