Keshav Shivhare
Delhi
Summary
Customer Experience and Market Research professional with 6+ years of experience leading end-to-end research, insights and consulting engagements across BFSI, Aviation, Airports, Telecom, FMCG, Retail, Manufacturing, Oil & Gas, Utilities, B2B, Development and Sports sectors.
Expertise in managing large-scale CX measurement programs including NPS, CSAT, CES, Mystery Shopping, Customer Journey Mapping, Passenger Journey Mapping and Evaluation Studies.
Experienced in handling high-value research engagements worth ₹1–1.5 Cr while driving client retention, stakeholder management and actionable insight delivery. Skilled in proposal development, questionnaire design, statistical analysis, advanced reporting and strategic consulting using SPSS, Excel, Power BI and Tableau.
Proven track record of managing cross-functional teams, handling large-scale national studies and delivering executive-level recommendations to support business growth, customer experience improvement and strategic decision-making.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Associate Account Director
Hansa Research Group Pvt Ltd.
Delhi, India
08.2022 - Current
- Leading end-to-end customer experience and market research engagements across BFSI, Aviation, Airports, Telecom, Retail, FMCG, Manufacturing and Development sectors.
- Managing strategic CX programs including NPS, CSAT, CES, Customer Journey Mapping, Passenger Journey Mapping, Mystery Shopping and Evaluation Studies.
- Handling research engagements worth ₹1–1.5 Cr while ensuring delivery excellence and high client satisfaction.
- Managing annual large-scale research studies with sample sizes exceeding 30,000–45,000 respondents and monthly tracking studies of 2,500–3,000 samples.
- Driving 90%+ client retention through strategic account management, stakeholder engagement and actionable insight delivery.
- Managing 7–8 concurrent client accounts while ensuring timely execution and quality reporting.
- Leading cross-functional teams comprising field operations, analysts and junior researchers to ensure seamless project delivery.
- Managing a team of 18 field resources, 3 analysts and 3 junior researchers across multiple ongoing projects.
- Designing questionnaires, analytical frameworks and reporting structures aligned with client business objectives.
- Conducting advanced statistical analysis including regression, correlation, driver analysis and cross-tabulations using SPSS and Excel.
- Supporting business development initiatives through proposal writing, tender submissions and solution presentations.
- Delivering strategic recommendations and executive presentations for senior leadership and decision-making teams.
- Collaborating with internal analytics, operations and reporting teams to drive project efficiency and execution quality.
Research Associate
Cargo Care Freight and Forwarding Pvt Ltd
Noida, India
01.2020 - 07.2022
- Conducted primary and secondary research studies across multiple industrial and business sectors.
- Designed research methodologies, questionnaires and execution plans for custom and syndicated studies.
- Performed statistical analysis including hypothesis testing, regression analysis, correlation analysis, Z-tests and T-tests using SPSS.
- Developed industry reports, analytical presentations and strategic business insights for client decision-making.
- Conducted forecasting and industrial framework analysis using microeconomic indicators.
- Managed data collection from industry experts, stakeholders and secondary databases to support research objectives.
- Supported conceptual framework development and business intelligence initiatives across industry-focused research engagements.
Education
MBA - Marketing & Operations
Dayalbagh Educational Institute (DEI University)
Agra, UPBBA - Managment
Dayalbagh Educational Institute (DEI University)
Agra, UPSkills
- SPSS
- Advanced Excel
- Power BI
- Tableau
- SQL
- Microsoft PowerPoint
- Statistical Analysis
- Cross Tabulation
- Regression & Correlation Analysis
- Hypothesis Testing
- Data Visualization & Reporting
Core Competencies
- Customer Experience (CX) Research
- Voice of Customer (VoC)
- NPS / rNPS / tNPS Programs
- CSAT & CES Studies
- Customer Journey Mapping
- Passenger Journey Mapping
- Mystery Shopping & Mystery Audits
- Evaluation & Impact Assessment Studies
- Quantitative & Qualitative Research
- Questionnaire Design & Survey Development
- Statistical Analysis & Data Interpretation
- Regression & Correlation Analysis
- Insight Generation & Executive Reporting
- Proposal Development & Tender Management
- Stakeholder & Client Management
- Team Leadership & Vendor Management
- Consumer Insights & Strategic Consulting
- Cross-functional Project Management
Research Publications
A Study on Switching Behavior of Smartphone Users
Published in AJM Journal of Management
Certification
- Six Sigma Green Belt – MSME, Government of India
- AI Tools Certification for Presentation & Reporting Automation
- Advanced Excel Certification
Leadership Highlights
- Managed cross-functional teams of 20+ members across fieldwork, analytics and reporting functions.
- Handled large-scale national research studies involving complex operational and stakeholder management requirements.
- Managed multiple concurrent research programs while maintaining delivery timelines and reporting quality.
- Contributed to business acquisition through proposal development, tender participation and client presentations.
- Successfully maintained 90%+ client retention through strategic relationship management and insight-driven consulting.
Key Research Engagement
- Customer Experience Measurement Programs (NPS, CSAT, CES)
- Passenger Experience & Airport Journey Mapping Studies
- Mystery Shopping & Service Quality Audits
- Retail & Purchase Journey Studies
- Evaluation & Impact Assessment Studies
- Lost Customer & Retention Analysis
- B2B Customer Satisfaction Research
- Consumer Perception & Brand Tracking Studies
- Telecom & Utility Customer Experience Programs
- Development & Social Sector Research Studies
Timeline
Associate Account Director
Hansa Research Group Pvt Ltd.
08.2022 - Current
Research Associate
Cargo Care Freight and Forwarding Pvt Ltd
01.2020 - 07.2022
MBA - Marketing & Operations
Dayalbagh Educational Institute (DEI University)
BBA - Managment
Dayalbagh Educational Institute (DEI University)