Senior CX Researcher

Dentsu Global Services; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Dentsu Global Services in Bengaluru is seeking a seasoned CX professional to design and manage VoC programs, including NPS, CSAT, and CES, aligning customer experience with business outcomes.

You will build measurement frameworks, conduct end-to-end research, map journeys, and drive CX transformation with cross-functional groups. This role requires strong analytics, stakeholder management, and the ability to turn insights into action for senior leaders.

Qualifications

• Must-have: Strong ability to measure NPS, CSAT and CES.

Responsibilities

• Design and manage VoC programs including NPS, CSAT, and CES surveys.
• Develop CX measurement frameworks and KPI trees linked to business outcomes.
• Conduct end-to-end customer research including design, sampling, fieldwork, and analysis.
• Drive journey mapping, service blueprinting, and identify moments of truth.
• Perform driver analysis, segmentation, significance testing, sentiment analysis, and root cause analysis.
• Analyze feedback alongside CRM, contact center, and digital analytics data.
• Translate insights into actionable recommendations and present to senior stakeholders.
• Manage multiple projects, timelines, vendors, and research partners.
• Lead insight-to-action workshops and CX transformation initiatives.
• Collaborate with cross-functional teams to improve CX and business performance.

Skills

NPS CSAT CES

Customer Journey Mapping

Quantitative & Qualitative Research

Stakeholder Management

End-to-End CX Program Ownership

Tools

Qualtrics, Medallia, Sprinklr

SPSS, R, Python, Q Research Software

Advanced Excel

Job description

• Design and manage VoC programs including NPS (Transactional & Relationship), CSAT, and CES surveys.
• Develop CX measurement frameworks and KPI trees linking customer experience metrics to business outcomes.
• Conduct end-to-end customer research including methodology design, sampling, fieldwork management, and analysis.
• Drive customer journey mapping, service blueprinting, and identification of key pain points and moments of truth.
• Perform driver analysis, segmentation, significance testing, sentiment analysis, and root cause analysis.
• Analyze customer feedback alongside operational data sources such as CRM, Contact Center, and Digital Analytics.
• Convert insights into actionable recommendations and present findings to senior stakeholders and CXOs.
• Manage multiple projects, timelines, vendors, and research partners simultaneously.
• Facilitate insight-to-action workshops and support CX transformation initiatives.
• Collaborate with cross-functional teams to improve customer experience and business performance.

Must-Have Skills

• NPS, CSAT & CES Measurement
• Customer Journey Mapping
• Quantitative & Qualitative Research
• 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