Senior CX Researcher

dentsu; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Dentsu in Bengaluru is seeking an experienced Senior CX Researcher to drive end-to-end VoC programs across multiple product areas. You will design surveys, run quantitative and qualitative studies, and translate insights into action for client teams.

You will own CX metrics, map customer journeys, and collaborate with stakeholders to deliver measurable improvements. Strong analytics, program ownership, and client presentation skills are essential.

Qualifications

• 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.

Responsibilities

• Design, run and refine Voice of Customer programs, including relationship and transactional NPS, 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 outcomes.
• Lead end-to-end customer research: problem framing, methodology, questionnaire and discussion-guide design, sampling, fieldwork oversight and analysis.
• Combine quantitative methods with qualitative methods such as IDIs and focus groups; map customer journeys and service blueprints.
• Run driver analysis, root-cause analysis for low-scoring journeys, and text/sentiment analysis on open-ends and transcripts.
• Turn findings into prioritized recommendations and client-facing narratives; facilitate insight-to-action workshops with stakeholders.
• Manage timelines, budgets and vendor/fieldwork partners across multiple concurrent projects.

Skills

CX Research & VoC Programs

NPS, CSAT & CES Measurement

Customer Journey Mapping

Quantitative & Qualitative Research

Driver Analysis & Segmentation

Questionnaire Design

Stakeholder Management

End-to-End CX Program Ownership

Voice of Customer

Tools

Qualtrics

Medallia

Sprinklr

SPSS

R

Python

Q Research Software

Excel (Advanced)

Job description

Looking for an experienced CX Research professional with strong expertise in Voice of Customer (VoC), NPS, CSAT, CES, Customer Journey Mapping, and Customer Insights. The candidate will lead end-to-end CX research programs, drive actionable insights through quantitative and qualitative methodologies, and translate customer feedback into business improvements. The role requires strong analytical skills, stakeholder management, and experience working across multiple product categories and industries.

Job Description: Job title: Senior Customer Experience (CX) Researcher Experience: 8-14 years Location: Mumbai, Bangalore Shift Timing: 2 PM - 11 PM Must-Have Skills CX Research & VoC Programs NPS, CSAT & CES Measurement Customer Journey Mapping Quantitative & Qualitative Research Driver Analysis, Segmentation & RCA Survey Design & Questionnaire Development Stakeholder Management & Client Presentations End-to-End CX Program Ownership Good-to-Have Skills Qualtrics, Medallia, Sprinklr SPSS, R, Python, Q Research Software Advanced Excel Domain Experience: Telecom, BFSI, Retail, E-commerce, Consumer Tech, Healthcare

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. undefinedResearch design and executionLead 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 insightRun 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.undefinedStorytelling and stakeholder managementTurn 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 AreaToolsCX / 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

About dentsu For over 120 years, innovation has been a core tenet of our offering – exploring new ways to reach, engage and nurture relationships with audiences. Together we drive a multiplier effect for clients at a global scale, through the development of Integrated Growth Solutions that are underpinned by our promise to clients: innovating to impact. Be a force for good. Sustainability is a vital part of our business and an important area of focus for our clients. We’re leading the way – helping to build a more sustainable planet. Dream loud. In this moment of transformation, we need our people to be fearless, embracing change and ambiguity, driven by the love for their work and excitement for the future. Team without limits. We create opportunities for connection and collaboration between our colleagues and clients, building a sense of belonging and having some fun along the way. Find out more about us Who we are Our Social Impact Our work