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 causesPerform exit interviews with churned customers to identify churn reasons, understand competitive movement, and highlight any emerging concerns or rising competitive threatsExecute CSAT follow‑up calls across responses to clarify feedback and uncover improvement opportunitiesEscalate critical customer issues identified during CX reactive activities through the appropriate internal channels to ensure timely resolutionEnsure timely completion of all outreach activities and adherence to quality standardsCapture, categorize, and analyze customer feedback across all reactive touchpointsIdentify recurring themes, pain points, and systemic issues impacting satisfaction and retentionPrepare insight summaries and reports for CX and Operations teamsSupport VoC dashboards and ensure data accuracy across feedback systemsShare insights with CX and with internal teams -when applicable- to influence process and service improvementsParticipate in CX improvement initiatives driven by customer feedback trendsMaintain structured call notes and feedback logs in CRM and VoC platformsEnsure consistent follow‑up processes aligned with CX standardsContribute to refining scripts, outreach flows, and research frameworksWhat Are We Looking For❓Bachelor's degree in Business, Marketing, Communications, or a related field0-2 years of experience in Customer Experience, Customer Support, Research, or similar rolesStrong communication and active listening skills, with the ability to handle sensitive conversationsAnalytical mindset with the ability to translate qualitative feedback into actionable insightsExperience using platforms such as Zendesk, Xcally/other call‑recording tools, Salesforce, and other CX/CRM systemsFamiliarity with NPS, CSAT and VoC methodologiesFluency 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 flexibilityWe offer highly competitive compensation packages, including bonuses and the potential for sharesWe prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environmentJoin a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industryWe offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company