The Role
Leads end-to-end customer experience research and Voice of Customer programs using quantitative and qualitative methods. Designs NPS, CSAT, and CES measurement frameworks; conducts journey mapping, driver analysis, segmentation, root-cause analysis, and sentiment analysis. Integrates customer feedback with operational data to identify improvement opportunities, then presents prioritized recommendations to senior stakeholders. Manages multiple concurrent projects, budgets, timelines, vendors, and fieldwork partners across products and industries.
Summary Generated by Built In
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 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 skills8+ 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 mustGood-to-haveAreaToolsCX / VoC platformsQualtrics (incl. XM Discover), Medallia, SprinklrAnalysisSPSS, R or Python, Excel (advanced), Q Research Software
Location:
DGS India - Bengaluru - Manyata N1 BlockBrand:
MerkleTime Type:
Full timeContract Type:
PermanentSkills Required
- 8+ years of experience in customer experience research, customer insights, market research, or Voice of Customer
- At least 4 years owning customer experience studies or programs end to end
- Hands-on experience with NPS, CSAT, or CES programs, including questionnaire design, metric governance, and reporting
- Experience designing and executing quantitative and qualitative customer research
- Experience with customer journey mapping, touchpoint analysis, and root-cause analysis
- Strong quantitative research skills, including driver analysis, regression, segmentation, and significance testing
- Ability to analyze large survey and operational datasets
- Experience translating research findings into recommendations and presenting to senior stakeholders or CXOs
- Experience managing timelines, budgets, vendors, or fieldwork partners across concurrent projects
- Experience working across different products, product stages, and industry verticals
- Experience in an agency, research consultancy, or in-house insights or CX team
- Experience with CX or survey platforms such as Qualtrics, Medallia, or Sprinklr
- Experience with SPSS, R, Python, advanced Excel, or Q Research Software
- Experience across BFSI, telecommunications, retail, e-commerce, consumer technology, or healthcare
dentsu Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about dentsu and has not been reviewed or approved by dentsu.
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Parental & Family Support — Paid parental leave at full pay and caregiver supports (including backup care) are emphasized as standout elements. Feedback suggests family-oriented benefits are a strong part of the package.
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Leave & Time Off Breadth — Flexible or unlimited PTO, extensive paid holidays, and a year-end office closure are established components. Feedback suggests time-off policies are generous and add meaningful flexibility.
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Retirement Support — A large, established 401(k) plan with employer matching is clearly documented. Feedback suggests retirement benefits feel competitive and straightforward.
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The Company
What We Do
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