JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Client Experience Director, Americas

Are you an experienced client experience (CX) practitioner who thrives on navigating complexity and is skilled at building and maintaining relationships with diverse stakeholders?

We’re looking for someone who has a passion for improving client satisfaction, retention and loyalty to join our global CX team. You’ll be responsible for driving our CX program across all lines of business in the Americas region, making sure we listen to and understand our clients, engage and activate our local employees, and turn insights into action. This is an ideal role for someone who enjoys finding creative solutions to new challenges, pushing boundaries to deliver meaningful outcomes, and having a meaningful impact on shaping the client experience.

What the job involves

Capturing Client Feedback
Delivering a world-class experience begins with listening to our clients. As CX Director, you will program manage JLL’s global voice of the client program spanning multiple listening points. You will work closely with local teams across the Americas to drive engagement and participation in every market to achieve response rate targets and ensure timely and effective response to client feedback. This will include advising on survey sampling and segmentation and overseeing the hierarchy of engagement with top clients. You will coordinate our response to local market nuances such as language or regulatory requirements and contribute to ongoing improvement of the global program over time, based on local user experience.

Activating Employees
Our people are the foundation of our clients’ experience with JLL. As CX Director, you will be responsible for activating our employees to deliver improved experiences every day. You will provide coaching and training for client-facing teams to help them ‘lean in’ to client feedback, and to take action on what they learn. In particular, you will help them understand how to approach issue resolution and turn negative feedback into positive experiences. You’ll also coach business leaders on how they can support and participate in client follow up activity. And you will advise on setting appropriate, globally aligned performance objectives for the business and support in tracking and reporting on those metrics to ensure people are accountable.

Turning Insights into Action
Our clients’ feedback informs the continued development of products and services at JLL and it can help evaluate how the brand is perceived in the market . You will help to interpret insights within the local context to identify and prioritize opportunities to improve our clients’ overall experience. You will support internal function, service line and product teams to implement improvements and/or design new solutions in response to client needs. You will define requirements for further research to dig deeper into key issues and understand root causes to inform solutions. You will also work with client leads to ensure insights are used to inform strategies for top clients, and coordinate/undertake 1-1 relationship reviews with key decision makers to support these strategies.

Leadership Engagement
Leadership buy-in and sponsorship is critical to the success of the overall CX program. You will champion opportunities to consistently improve the client experience and make sure this topic is at the top of the leadership agenda. You will ensure timely sharing of client feedback insights, preparing and presenting findings to key leadership groups to ensure insights are leveraged for strategic discussions, and at key decision points as part of relevant programs, processes, policies, and planning. You will cascade and reinforce global messaging to local teams, looking for opportunities to communicate lessons learned, actions taken, solutions implemented, and results achieved for both clients and employees.

Sound like you? To apply you need to be-

• An excellent communicator who works well as part of a team, and is skilled at building and managing relationships with diverse stakeholder groups
• A superior organizer with a bias for action, who plays close attention to detail, and works well to deadlines and under pressure
• A strategic thinker with a customer-centric mind-set, solid analytical skills and creative problem-solving ability
• A proven customer experience professional with at least 5 years’ experience and a bachelor’s degree or equivalent in business or related field. Prior knowledge of the real estate industry would be an advantage
• A fluent user of Microsoft applications including Word, Excel, PPT, Outlook, SharePoint, Teams. Experience with customer experience management (CEM) software, such as Medallia, would be an advantage
• Experienced in working with teams across multiple geographies and time zones, and willing to work flexible hours as required to work as part of a global team.

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

• Flexible and Remote Work Arrangements may be available

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement .

For additional details please see our career site pages for each country.

For candidates in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.