Senior CX Researcher

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
  

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 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 customer feedback alongside operational datasets (CRM contact-center app analytics) to identify drivers of customer experience metrics - root causes trends and opportunities for Storytelling and stakeholder managementTurn findings into clear prioritized recommendations and compelling client-facing narratives and facilitate insight-to-action workshops with business stakeholders and 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 -on ownership of NPS CSAT or CES programs including questionnaire design metric governance and command of quantitative with customer journey mapping touchpoint analysis and root-cause depth: driver analysis regression segmentation significance testing; comfortable with large survey and operational 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 in an agency research consultancy or in-house insights/CX team ideally across BFSI telecom retail e-commerce consumer tech or 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