Senior CX Researcher

Merkle

New Delhi

On-site

INR 1,500,000 - 2,600,000

Full time

3 days ago

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Job summary

Merkle is seeking an experienced Senior Customer Experience (CX) Researcher to lead end-to-end VoC programs across multiple product categories and industries, translating feedback into actionable business improvements.

The ideal candidate has 8–14 years in CX research with hands-on NPS/CSAT/CES, journey mapping, and strong analytics. Based in Mumbai or Bengaluru, this full-time role focuses on stakeholder management and delivering client-ready insights.

Qualifications

8+ years in CX research, with ≥4 years leading end-to-end CX studies.
Hands-on ownership of NPS, CSAT or CES programs, including design and governance.
Strong quantitative skills and experience with journey mapping, RCA, and analytics.

Responsibilities

Design and run VoC programs, TNPS/RNPS, CSAT and CES surveys across touchpoints.
Build CX metric frameworks linking scores to retention and revenue.
Set up closed-loop feedback to address pain points and improve CX outcomes.
Lead end-to-end research: framing, design, sampling, fieldwork oversight and analysis.
Analyze feedback with operational data to identify drivers and opportunities for improvement.
Turn findings into clear, prioritized recommendations and facilitate insight-to-action workshops.

Skills

CX Research

VoC

NPS

CSAT

CES

Customer Journey Mapping

Quantitative Methods

Qualitative Methods

Stakeholder Management

Survey Design

Tools

Qualtrics

Medallia

SPSS

Python

Q Research Software

Job description

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 title: Senior Customer Experience (CX) Researcher

Experience: 8-14 years

Location: Mumbai, Bangalore

Shift Timing: 2-11 PM

Key responsibilities

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.
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.
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