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.

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

📌 Senior Cx Researcher Bengaluru
🏢 Dentsu Global Services
📍 Bengaluru