Consumer Experience Specialist

HF Sinclair•Salt Lake City, UT

4d•Onsite

About The Position

HF Sinclair is seeking a Consumer Experience Specialist based in Salt Lake City, Utah. The Consumer Experience Specialist oversees the day‑to‑day activities of the mystery shop program including assignment coordination, data integrity, analysis, and reporting. The coordinator also provides front‑line guidance to consumers of HF Sinclair products while playing a key role in advancing consumer experience initiatives. This position serves as a critical link between consumer interactions and program optimization, ensuring insights from consumer feedback translate into measurable improvements. The coordinator partners closely with internal stakeholders and external vendors and consumers to ensure accurate execution, effective communication, and continuous program enhancement. Through strong project coordination, analytics, documentation, and continuous improvement efforts, this role supports data‑driven decision‑making and helps elevate the overall consumer experience.

Requirements

Associate’s degree in marketing or business administration or equivalent relevant experience in lieu of the degree.
A minimum of five years of experience in mystery shopper programs, quality assurance and/or consumer service.
Must have familiarity with consumer support, reporting, and performance metrics.
Demonstrated advanced organizational and analytical capabilities, including strong critical‑thinking skills and meticulous attention to detail.
Proven ability to manage complex workloads through effective time management, prioritization, and concurrent task execution in fast‑paced environments.
High proficiency in Microsoft Office applications and enterprise or mainframe systems (e.g., SAP), with the capacity to adapt to evolving technologies.
Exceptional interpersonal, written, and verbal communication skills, enabling clear, professional interaction with diverse stakeholders.
Possesses a solid foundation in computer literacy, applied comprehension skills, and the ability to convey information accurately and effectively.

Nice To Haves

Bachelor’s Degree in marketing or business administration or equivalent.
Experience in petroleum industry is preferred.

Responsibilities

Oversee operational aspects of the mystery shopping program, including project coordination, assignment tracking, and program calendars.
Ensure program compliance with established standards and requirements
Review, validate, and analyze mystery shop reports for accuracy and consistency
Prepare and distribute reports, dashboards, and summaries for leadership and cross-functional stakeholders
Support continuous improvement by recommending enhancements to program design, scoring, and reporting methodologies
Assist in identifying trends, insights, and opportunities to enhance consumer support results, service quality, and operational efficiency.
Provide direct consumer support to end users of HF Sinclair products, including fuels, payments, gift card support (balance, reload, order inquiries), Mobile Advantage, and DINOPAY.
Coordinate, document, and respond to consumer inquiries via phone, email, voicemail, and chat channels.
Resolve consumer issues professionally and timely using approved processes and actions.
De-escalate concerns and manage dissatisfied consumer situations with empathy and professionalism.
Provide accurate information regarding products, services, and company policies.
Develop, maintain, and update documentation, procedures, and FAQ resources to ensure clarity and consistency.
Access, update, and maintain consumer information within internal databases.
Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.