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.

Địa điểm làm việc Hồ Chí Minh 67 Hoàng Văn Thái

Chế độ bảo hiểm Du Lịch Chế độ thưởng Chăm sóc sức khỏe Đào tạo Tăng lương Nghỉ phép năm