CX Researcher

Who Are We❓
We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.

The Job in a Nutshell💡

The Customer Experience Researcher supports the Voice of Customer (VoC) program through reactive customer outreach, structured feedback collection, and insight generation. This role focuses on NPS follow‑ups, churn exit interviews, CSAT outreach, and other initiatives aimed at understanding customer sentiment and identifying improvement opportunities across the customer journey. The role includes meeting defined targets and KPIs related to outreach volume, insight quality, and operational performance.

What Will You Do❓

• Conduct NPS follow‑up calls across all segments (detractors, passives, and promoters) to understand customer feedback, identify key drivers, and document root causes.
• Perform exit interviews with churned customers to identify churn reasons, understand competitive movement, and highlight any emerging concerns or rising competitive threats.
• Execute CSAT follow‑up calls across responses to clarify feedback and uncover improvement opportunities.
• Escalate critical customer issues identified during CX reactive activities through the appropriate internal channels to ensure timely resolution.
• Ensure timely completion of all outreach activities and adherence to quality standards.
• Capture, categorize, and analyze customer feedback across all reactive touchpoints.
• Identify recurring themes, pain points, and systemic issues impacting satisfaction and retention.
• Prepare insight summaries and reports for CX and Operations teams.
• Support VoC dashboards and ensure data accuracy across feedback systems.
• Share insights with CX and with internal teams -when applicable- to influence process and service improvements.
• Participate in CX improvement initiatives driven by customer feedback trends.
• Maintain structured call notes and feedback logs in CRM and VoC platforms.
• Ensure consistent follow‑up processes aligned with CX standards.
• Contribute to refining scripts, outreach flows, and research frameworks.

What Are We Looking For❓

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 0–2 years of experience in Customer Experience, Customer Support, Research, or similar roles.
• Strong communication and active listening skills, with the ability to handle sensitive conversations.
• Analytical mindset with the ability to translate qualitative feedback into actionable insights.
• Experience using platforms such as Zendesk, Xcally/other call‑recording tools, Salesforce, and other CX/CRM systems.
• Familiarity with NPS, CSAT and VoC methodologies.
• Fluency in English and Arabic (spoken and written).

What We Offer You❗
We believe you will love working at Foodics!

• We have an inclusive and diverse culture that encourages innovation and flexibility.
• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.