Insights & Analysis

DGS India - Bengaluru - Manyata N1 Block

About the job

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

Valuable-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

- Design and manage VoC programs including NPS (Transactional & Relationship), CSAT, and CES surveys.
- Develop CX measurement frameworks and KPI trees linking customer experience metrics to business outcomes.




- Conduct end-to-end customer research including methodology design, sampling, fieldwork management, and analysis.
- Drive customer journey mapping, service blueprinting, and identification of key pain points and moments of truth.
- Perform driver analysis, segmentation, significance testing, sentiment analysis, and root cause analysis.
- Analyze customer feedback alongside operational data sources such as CRM, Contact Center, and Digital Analytics.
- Convert insights into actionable recommendations and present findings to senior stakeholders and CXOs.
- Manage multiple projects, timelines, vendors, and research partners simultaneously.
- Facilitate insight-to-action workshops and support CX transformation initiatives.
- Collaborate with cross-functional teams to improve customer experience and business performance.

📌 Senior CX Researcher (India)
🏢 Merkle
📍 India