Customer Experience Specialist (Research & Mystery Shopping)

1. Customer & Market Research
- Design and conduct customer research programs including surveys, in-depth interviews and focus groups.
- Conduct market research and competitor analysis to identify customer behavior trends and market opportunities.
- Gather and synthesize insights from both online and offline channels.
2. Mystery Shopping Program Management
- Develop mystery shopping scorecards, evaluation criteria and customer scenarios.
- Recruit, train and manage mystery shoppers.
- Monitor program quality and consolidate field evaluation results.
3. Field Observation & Customer Insight
- Conduct store visits and field observations to understand customer behavior and operational practices.
- Interview customers, pharmacists and store managers to collect qualitative insights.
- Connect findings from multiple sources into clear and actionable business insights.
4. Reporting & Experience Improvement
- Prepare concise and insightful research reports for stakeholders.
- Propose improvement initiatives for products, services and customer experience.
- Collaborate with internal teams to implement and monitor improvement actions.

• Bachelor’s degree in Marketing, Business Administration, Economics, Sociology or related fields.
• 1–2 years of experience in Research, Customer Insight, Mystery Shopping or Customer Experience.
• Experience in customer surveys, market research or competitor analysis.
• Strong observation, interviewing and insight synthesis skills.
• Good analytical thinking and business sense.
• Strong communication and stakeholder management skills.
• Proactive, adaptable and comfortable with fieldwork.
• Experience in retail, pharmacy, FMCG, healthtech or research agencies is an advantage.
• English reading skills for professional materials is preferred.