Mystery Shopping Coordinator – Customer Experience

About the role

Bank Al Habib Limited is seeking an experienced Mystery Shopping Coordinator to lead a team of 20 mystery shoppers. The role focuses on evaluating and improving customer service across its branches by conducting covert assessments and turning insights into actionable improvements.

Key responsibilities

• Lead, supervise and motivate a team of 20 mystery shoppers across multiple banking branches.
• Design and develop questionnaires and surveys that capture precise customer service data.
• Analyze mystery‑shopping reports, identify service gaps and provide feedback to senior management.
• Coordinate with customer‑service and other departments to align on quality standards and corrective actions.
• Manage CRM software to track activities, results and communications efficiently.
• Train team members on best practices for covert evaluations and confidentiality.
• Ensure all activities comply with organizational policies and ethical standards.
• Monitor industry trends and continuously enhance evaluation methods.
• Prepare and present clear reports and presentations for senior leadership.
• Handle scheduling and logistics to optimise coverage and resource allocation.

Required profile

• Strong communication skills with the ability to interact naturally with diverse customers and staff.
• Analytical mindset capable of identifying service gaps and recommending improvements.
• High confidence to navigate various banking scenarios discreetly.
• Leadership experience managing a sizable team.
• Attention to detail in observation and data collection.

Required skills

• Proficiency with CRM software.
• Questionnaire and survey design expertise.