Senior CX Researcher

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

Job summary

Merkle seeks an experienced Senior Customer Experience Researcher to lead Voice of Customer programs and end-to-end CX research across multiple product categories. You will design and execute qualitative and quantitative studies, map journeys, and translate insights into business improvements.

The role requires stakeholder management and strong analytical capabilities. You will own TNPS/RNPS, CSAT and CES initiatives, build KPI trees, and drive action through workshops with senior stakeholders.

Qualifications

• 8+ years in customer experience research, insights, or VoC.
• At least 4 years owning CX studies end to end.
• Hands-on ownership of NPS, CSAT or CES programs.
• Strong command of quantitative methods and analysis.
• Experience with journey mapping, touchpoint analysis and RCA.
• Analytical depth: driver analysis, regression, segmentation, significance testing.
• Experience with CX/survey platforms and analysis tools (Qualtrics, Medallia, SPSS, R, Python).
• Storyboard insights and present to CXOs and senior stakeholders.
• Experience in agency or in-house insights/CX teams across BFSI/telecom/retail/e-commerce/healthcare.
• Experience across multiple products, stages and verticals.

Responsibilities

• Design, run and refine Voice of Customer programs (TNPS/RNPS, CSAT, CES).
• Build CX metric frameworks and KPI trees linking scores to retention and revenue.
• Set up closed-loop feedback to address customer pain points.
• Lead end-to-end research: framing, questionnaire design, fieldwork oversight and analysis.
• Combine quantitative surveys with qualitative methods and map journeys.
• Run driver analysis and RCA; analyze feedback alongside CRM and app analytics.
• Turn findings into prioritized recommendations and client narratives.
• Manage timelines, budgets and vendors across concurrent projects.

Skills

CX Research & VoC Programs

NPS CSAT CES Measurements

Customer Journey Mapping

Quantitative & Qualitative Research

Driver Analysis Segmentation RCA

Survey Design Questionnaire

Stakeholder Management Presentations

End-to-End CX Program Ownership

Tools

Qualtrics

Medallia

Sprinklr

SPSS

R

Python

Excel (Advanced)

Q Research Software

Job description

## Senior CX ResearcherApply: DGS India - Bengaluru - Manyata N1 Block: New delhi: Full time: Posted 5 Days Ago: R1133040Looking 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.* 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 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