About the job
About Us
Welcome to Foodics! We are a pioneering restaurant management ecosystem and payment technology provider, established in 2014 with our headquarters in Riyadh. Our presence spans five countries, including the UAE, Egypt, Jordan, and Kuwait. We proudly serve customers and partners across more than 35 countries worldwide, processing over 6 billion (billion with a B) orders to date! Foodics has emerged as one of the fastest-growing SaaS companies in the MENA region, having successfully completed three funding rounds, the latest of which raised a remarkable $170 million, marking the largest SaaS funding round in MENA. This funding enhances our ability to innovate and better serve business owners.
Role Overview
As a Customer Experience Researcher, you will play a crucial role in supporting our Voice of Customer (VoC) program through proactive customer engagement, systematic feedback collection, and actionable insight generation. Your primary focus will be on NPS follow-ups, conducting churn exit interviews, and executing CSAT outreach initiatives aimed at understanding customer sentiment and identifying opportunities for improvement throughout the customer journey. You will be expected to meet specific targets and KPIs concerning outreach volume, insight quality, and operational performance.
Your Responsibilities
- Conduct NPS follow-up calls across all segments (detractors, passives, and promoters) to gain customer insights, pinpoint key drivers, and document underlying causes.
- Perform exit interviews with customers who have churned to uncover reasons for leaving, assess competitive dynamics, and identify any emerging concerns or competitive threats.
- Execute CSAT follow-up calls to clarify feedback and reveal opportunities for improvement.
- Escalate critical customer issues discovered during CX reactive activities through appropriate internal channels to ensure prompt resolution.
- Complete all outreach activities promptly while adhering to quality standards.
- Capture, categorize, and analyze customer feedback from all reactive touchpoints.
- Identify recurring themes, pain points, and systemic issues that impact customer satisfaction and retention.
- Prepare insightful summaries and reports for CX and Operations teams.
- Support VoC dashboards and ensure data accuracy across feedback systems.
- Share insights with CX and relevant internal teams to drive process and service improvements.
- Engage in CX enhancement initiatives driven by trends in customer feedback.
- Maintain organized call notes and feedback logs in CRM and VoC platforms.
- Ensure consistent follow-up processes align with CX standards.
- Contribute to refining outreach scripts, flows, and research frameworks.
What We Seek
- A Bachelor’s degree in Business, Marketing, Communications, or a related field.
- Strong analytical skills with the ability to interpret data and derive actionable insights.
- Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams.
- Proficiency in using CRM and VoC platforms.
- Results-driven mindset with a focus on customer satisfaction and retention.

