Client Experience Director

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Are you a relationship-building specialist who excels at influencing senior stakeholders and demonstrating business value? We’re seeking a self-starting Client Experience (CX) professional to champion our client experience program with key internal business leaders.

You’ll work independently as part of our global CX team, proactively engaging with senior stakeholders to build understanding of how CX drives business growth and revenue generation.

This is an ideal role for someone who has a passion for improving client satisfaction, retention and loyalty, enjoys building consensus among diverse business leaders, and can articulate the strategic value of client experience initiatives.

 
What the job involves:

Stakeholder Relationship Building As CX Director, you will proactively identify and engage key business stakeholders to build strong working relationships. You’ll conduct initial outreach to senior leaders, schedule strategic conversations, and maintain ongoing dialogue about CX priorities. You will work closely with global leaders to drive engagement and participation 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.

Business Value Analysis and Communication You will serve as the primary advocate for our CX program with internal business stakeholders, clearly articulating how customer experience initiatives translate to business growth and increased revenue. You’ll prepare compelling presentations that explore correlations, demonstrate ROI, share success stories, and help business leaders understand the connection between client satisfaction and financial performance. Your role involves translating CX metrics and insights into business language that resonates with commercially focused stakeholders.

Influence and Program Adoption Working closely with business leaders, you will influence their teams to embrace and participate in our CX program. You’ll help them understand how CX initiatives align with their business objectives and support them in integrating client experience considerations into their strategic planning and operational decisions. This involves overcoming resistance, addressing concerns, and building consensus around CX priorities.

Global Team Collaboration Operating as part of a global CX team with colleagues in different time zones, you will collaborate effectively across geographical boundaries while maintaining focus on London-based stakeholder needs. You’ll participate in global strategy sessions, adapt global CX initiatives for local market requirements, and ensure your stakeholders are aligned with broader organizational CX objectives.

Sound like you? To apply you need to be:

• An exceptional relationship builder who is comfortable initiating contact with senior executives and can quickly establish credibility with business leaders
• A persuasive communicator skilled at demonstrating value and ROI, with the ability to translate CX concepts into commercial benefits
• A self-starter who thrives on independent work, takes initiative in identifying opportunities, and is comfortable with reaching out to senior leaders
• Experienced in working with global teams across multiple time zones, with strong collaboration skills despite geographical distance
• A strategic thinker who understands how client experience drives business performance and can articulate this connection to commercial stakeholders
• A proven customer experience professional with at least 8 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
• Experienced in stakeholder management, change management, or business development roles where influencing senior leaders was critical
• A fluent user of Microsoft applications and comfortable with virtual collaboration tools for global team coordination
• Experience with customer experience management (CEM) software, such as Medallia or Qualtrics, would be an advantage

Location:

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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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 email us at [email protected]. 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.