Senior CX Researcher
BengaluruFull-time8–14 yrsPosted 3 weeks ago
Leadership customer support role at Dentsu Global Services in Bengaluru. Needs 8+ years.
About the role
The role requires strong analytical skills, stakeholder management, and experience working across multiple product categories and industries.
What you'll do
- 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
- Undefined Research design and execution Lead end-to-end customer research: problem framing, methodology, questionnaire and discussion-guide design, sampling
What you need
- User flows
- Root cause analysis
- R
- Python
- CRM
- SPSS
Good to have
- Telecom