Customer Experience & Mystery Beneficiary Specialist
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Key skills for this role
About the Role
Applus+ is seeking a Customer Experience & Mystery Shopping Specialist to design, execute, and quality-assure customer experience assessment programs within the insurance sector.
Key Skills for This Role
Responsibilities
- Design and develop mystery shopping and customer experience assessment scenarios aligned with project objectives
- Review and map customer journeys across various customer touchpoints and service channels
- Develop beneficiary instructions, evaluation criteria, scorecards, and assessment guidelines
- Monitor the quality and consistency of mystery shopping activities and assessment outcomes
- Review assessment submissions and ensure compliance with project standards and quality requirements
- Update assessment scenarios, evaluation criteria, and project documentation throughout the project lifecycle as needed
- Analyze findings and identify customer experience improvement opportunities
- Support the preparation of reports, presentations, and project deliverables for clients and stakeholders
- Coordinate with project teams to ensure timely execution of assessments and quality reviews
- Ensure alignment with insurance regulations, compliance requirements, and industry best practices
Requirements
- Bachelor's degree in Business Administration, Insurance, Marketing, Customer Experience, or a related field
- Proven experience in mystery shopping, customer journey assessment, service quality evaluation, and customer experience measurement projects
- Experience developing assessment scenarios, beneficiary instructions, and evaluation methodologies
- Ability to review and validate assessment results and maintain quality standards throughout project execution
- Strong analytical, reporting, and problem solving skills
- Excellent organizational skills and attention to detail
- Ability to manage multiple assignments and deadlines in a fast paced environment
Full Job Posting
Position Overview
- We are seeking a Customer Experience & Mystery Shopping Specialist to support the design, execution, and quality assurance of customer experience assessment programs within the insurance sector.
- The successful candidate will play a key role in developing assessment scenarios, reviewing customer journeys, evaluating service quality, and ensuring project deliverables meet client and regulatory requirements.
- This position requires strong analytical skills, attention to detail, and practical experience in mystery shopping, customer experience measurement, insurance operations, and compliance related assessments.
Key Responsibilities
- Design and develop mystery shopping and customer experience assessment scenarios aligned with project objectives
- Review and map customer journeys across various customer touchpoints and service channels
- Develop beneficiary instructions, evaluation criteria, scorecards, and assessment guidelines
- Monitor the quality and consistency of mystery shopping activities and assessment outcomes
- Review assessment submissions and ensure compliance with project standards and quality requirements
- Update assessment scenarios, evaluation criteria, and project documentation throughout the project lifecycle as needed
- Analyze findings and identify customer experience improvement opportunities
- Support the preparation of reports, presentations, and project deliverables for clients and stakeholders
- Coordinate with project teams to ensure timely execution of assessments and quality reviews
- Ensure alignment with insurance regulations, compliance requirements, and industry best practices
Requirements
- Bachelor's degree in Business Administration, Insurance, Marketing, Customer Experience, or a related field
- Proven experience in mystery shopping, customer journey assessment, service quality evaluation, and customer experience measurement projects
- Experience developing assessment scenarios, beneficiary instructions, and evaluation methodologies
- Ability to review and validate assessment results and maintain quality standards throughout project execution
- Strong analytical, reporting, and problem solving skills
- Excellent organizational skills and attention to detail
- Ability to manage multiple assignments and deadlines in a fast paced environment
Preferred Qualifications
- Good knowledge of insurance products, claims management, complaints handling, customer service operations, and regulatory compliance requirements
- Previous experience within the Saudi insurance market
- Experience in customer experience, mystery shopping, insurance, compliance, quality assurance, or related consulting projects
- Arabic and English communication skills are preferred
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