Customer Psychology Expert

Purpose of the Role

The Customer Psychology Expert will decode the emotional and cognitive aspects behind customer satisfaction, loyalty, and complaint behaviour. The role integrates behavioural science into journey design, helping Sobha Realty understand why customers feel the way they do and how to influence those perceptions systematically.

Key Responsibilities

• Conduct psychological profiling and persona development to map customer motivations and expectations.
• Apply behavioural science frameworks (nudge theory, cognitive bias analysis, emotion mapping) to design better experiences.
• Partner with Customer Experience Insights and Research teams to integrate emotion data with operational metrics. • Advise on communication framing, digital interface cues, and environment design that impact emotional response.
• Lead studies on trust formation, satisfaction decay, and emotional recovery post complaints or service errors.
• Create Customer Experience Psychology Playbook a set of principles guiding how Sobha interacts with customers across all channels.

Ideal Profile

• Degree in Psychology, Behavioural Economics, or Human Sciences.
• Experience applying psychological insights in Customer Experience.
• Strong research skills and comfort with both qualitative and quantitative data.
• Empathic mindset with passion for blending human understanding and business outcomes.
• Experience: 5 -8 years in behavioural research, customer psychology, or human-centred design.