Senior CX Researcher

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

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