Senior CX Researcher

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

• 8–14 yrs of experience
• User flows
• Root cause analysis
• R
• Python
• CRM
• SPSS
• Any graduate

Good to have

• Telecom