CX Researcher Foodics

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).