Senior CX Researcher

dentsu Austria

. Design, run and refine Voice of Customer programs, including relationship and transactional NPS, CSAT and CES surveys across touchpoints .

Posted 10/15/2026full-timeBengaluru • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and executing Voice of Customer programs, utilizing both quantitative and qualitative research methods to drive customer experience improvements. Proficient in customer journey mapping, data analysis, and presenting actionable insights to senior stakeholders.

Highest-signal resume keywords

Customer Experience ResearchNPS, CSAT, CES ProgramsQuantitative MethodsCustomer Journey MappingData Analysis Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience ResearchNPS ProgramsCSAT ProgramsCES ProgramsQuantitative MethodsDriver AnalysisSegmentationRoot-Cause AnalysisSurvey DesignData Analysis

Soft Skills

Influencing DecisionsStoryboarding InsightsFacilitating Workshops

Tools & Technologies

QualtricsMedalliaSprinklrSPSSRPythonExcelQ Research Software

Industry Keywords

BFSITelecomRetailE-commerceConsumer TechHealthcare

Tech Stack

Tools & technologies

Python

About the role

Key responsibilities & impact

Design, run and refine Voice of Customer programs, including relationship and transactional NPS, CSAT and CES surveys across touchpoints
Build CX metric frameworks and KPI trees linking experience scores to retention, churn, repeat purchase and revenue
Set up and govern closed-loop feedback processes to address customer pain points
Lead end-to-end customer research, including problem framing, methodology, questionnaire and discussion-guide design, sampling, fieldwork oversight and analysis
Combine quantitative methods such as surveys, driver analysis and segmentation with qualitative methods such as IDIs, focus groups, diary studies, ethnography and journey walk-throughs
Map customer journeys and service blueprints to identify moments of truth and pain points across digital and offline channels
Run key driver analysis, root-cause analysis and text and sentiment analysis on open-ended feedback, reviews, complaints and call transcripts
Analyze customer feedback alongside CRM, contact-center and app-analytics data to identify experience drivers, root causes, trends and improvement opportunities
Turn findings into prioritized recommendations and client-facing narratives
Facilitate insight-to-action workshops with business stakeholders and clients
Manage timelines, budgets and vendor or fieldwork partners across multiple concurrent projects

Requirements

What you’ll need

8–14 years of experience
8+ years in customer experience research, customer insights, market research or VoC
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
Experience with driver analysis, regression, segmentation and significance testing
Comfortable with large survey and operational datasets
Experience with at least one CX or survey platform such as Qualtrics, Medallia or Sprinklr
Experience with at least one analysis tool such as SPSS, R, Python, Excel or Q Research Software
Ability to storyboard insights and present to CXOs and senior stakeholders, and influence decisions
Experience in an agency, research consultancy or in-house insights/CX team
Experience across multiple products, product stages and verticals
Experience across industries such as BFSI, telecom, retail, e-commerce, consumer tech or healthcare is ideal
Shift timing: 2–11 PM