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 robust 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: 2-11 PM

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.
• 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 st

📌 Senior CX Researcher (Bengaluru)
🏢 dentsu
📍 Bengaluru