TripleLift
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accountingpayrollcompensation
OtherRecentlyOn-site
Merkle
Senior CX Researcher
CX ResearchVoCNPSCSATCESCustomer Journey MappingQuantitative ResearchQualitative ResearchDriver AnalysisSegmentationRoot Cause AnalysisSurvey DesignStakeholder ManagementQualtricsMedalliaSprinklrSPSSRPythonQ Research SoftwareAdvanced ExcelTelecomBFSIRetailE-commerceConsumer TechHealthcare
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Senior
Years experience
5-10
Location
Bengaluru, India
Full job description
Senior Customer Experience (CX) Researcher with 8-14 years experience required in Mumbai or Bangalore. Must have skills in CX Research & VoC Programs, NPS, CSAT & CES Measurement, Customer Journey Mapping, Quantitative & Qualitative Research, Driver Analysis, Segmentation & RCA, Survey Design & Questionnaire Development, Stakeholder Management, and End-to-End CX Program Ownership. Good to have skills include Qualtrics, Medallia, Sprinklr, SPSS, R, Python, Q Research Software, and Advanced Excel. Domain experience preferred in Telecom, BFSI, Retail, E-commerce, Consumer Tech, and Healthcare. Responsibilities include designing and managing VoC programs, developing CX measurement frameworks, conducting customer research, driving journey mapping and service blueprinting, performing analysis, converting insights into recommendations, managing projects and vendors, facilitating workshops, and collaborating with cross-functional teams.
What you'll do
- 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
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