Customer Experience & Mystery Beneficiary Specialist

Overview

Position Overview

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.