AI & Digital Experience Specialist

Industry: Real Estate / Construction/ Architecture

Experience : 4-9 years of relevant experience.

Purpose of the Role

The AI & Digital Experience Specialist is responsible for leveraging artificial intelligence tools and data analytics to enhance customer interactions, streamline processes, and deliver personalized experiences throughout the real estate customer journey. This role bridges technology and customer service to ensure efficiency, accuracy, and satisfaction.

Key Responsibilities

• Implement and manage AI-driven solutions for customer engagement.

• Automate routine queries and processes to improve response time and reduce manual workload.

• Use AI insights to personalize communication and recommend solutions based on customer behavior.

• Monitor and analyze customer interactions to identify pain points and improve service delivery.

• Collect, clean, and analyze data from CRM, Salesforce, NPS surveys, and handover feedback, CSAT and all other platforms.

• Build interactive dashboards (Power BI/Tableau) to visualize Customer Experience metrics like NPS, resolution time, complaint types, and sentiment.

• Generate actionable reports for management using AI-powered dashboards.

• Develop digital customer journey maps capturing friction points and expectations.

• Conduct regular UX audits and usability testing of the One Sobha App to identify improvement areas.

• Collaborate with IT and Digital teams to refine UI/UX and streamline key journeys (payment, service request, handover).

• Train staff on AI tools and best practices for customer engagement.

• Ensure AI solutions comply with data privacy regulations and company policies.

• Maintain secure handling of customer data across all platforms.

Ideal Profile

• Strong understanding of AI, Digital technologies and CRM systems.

• Analytical mindset with experience in data-driven decision-making.

• Familiarity with real estate customer lifecycle and processes.

• Proficiency in tools like Salesforce, AI chatbots, and analytics platforms.

• Bachelor’s degree in computer science, Data Analytics, Business Administration, or related field.

4–9 years of experience in AI implementation or customer experience roles.

• Knowledge of machine learning basics and AI-driven customer engagement tools-driven environment