Customer Experience & Mystery Beneficiary Specialist

Applus+ is part of the global Applus+ Group, a leading provider of testing, inspection, certification, quality assurance, and technical consultancy services operating in more than 65 countries worldwide. In Saudi Arabia, Applus+ supports major government, infrastructure, energy, industrial, environmental, and giga-project initiatives through inspection, compliance, quality assurance, technical staffing, and operational excellence services. The company works closely with public and private sector organizations to enhance safety, quality, regulatory compliance, and operational performance while supporting the Kingdom's Vision 2030 objectives.

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.