Customer Experience Research & Insights Lead

Purpose of the Role

The Customer Experience Research & Insights Lead will drive a holistic understanding of customer experience across Sobha Realty s ecosystem spanning sales, handover, community, service, and digital platforms. This role blends qualitative research and quantitative analytics to uncover deep customer insights, identify friction points, and guide strategic improvements that enhance satisfaction, loyalty, and trust.

Key Responsibilities

Conduct qualitative and quantitative Customer Experience studies (interviews, surveys, journey observations, ethnographic assessments).

Develop and maintain customer journey maps highlighting pain points, moments of delight, and process improvement opportunities.

Benchmark global Customer Experience trends in real estate, hospitality, and retail to propose new initiatives and quality standards.

Conduct root cause analysis and build models linking satisfaction metrics (NPS, CSAT, CES) with operational KPIs.

Partner with CRM and cross-functional departments to facilitate implementation of customer-centric strategies.

Generate monthly and quarterly Customer Experience insight reports for leadership, highlighting emerging risks, customer sentiment, and success factors.

Maintain a centralized Customer Experience research repository to capture learnings, insights, and institutional knowledge.

Ideal Profile

Background in consumer research, user experience (UX) research, data analytics, or market analytics.

Skilled in journey mapping, root cause analysis, insight generation, and data storytelling.

Curious, analytical, and strategic thinker with the ability to translate customer emotions and motivations into business impact.

Experience: 5-6 years in Customer Experience, consumer research, or data analytics roles.

Real estate experience preferred.