What are the responsibilities and job description for the Client Experience Director, Americas position at JLL?
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.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
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.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
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