Customer Experience Associate

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Our people at JLL and JLL Technologies 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.   

The Bewonder* team are recruiting for a Customer Experience Strategy Associate to join the creative consultancy at this exciting time.

This role is responsible for the delivery of customer experience products and services as part of various client customer experience strategies.

The key areas of focus are:

• CX Strategic Consultancy: using a range of CX techniques, identify prospective and existing client CX business priorities, recommending strategic plans and approaches to improve business performance.

• CX Project Management: deliver full end-to-end range of Bewonder* CX products and services to clients.

• Business Development: support in the growth of Bewonder* financial targets, with a particular focus on CX.

• Line management of 1 x Customer Experience Manager.

Candidate Background

This role would suit someone who has a background in or exposure to the management of commercial real estate. They would ideally understand and appreciate the day-to-day operational challenges for managing agents, occupiers, property owners and community activation.

They will have had exposure to customer experience, in particular voice of the customer, as well as customer journey mapping, wishing to further their career within the discipline.

They will have a proven track record of passion for customer experience with a determination and drive to act on their own initiative.

Principle Responsibilities

The Customer Experience Strategy Associate will be responsible for, but not limited to, the following:

• Working with a range of existing and prospective commercial real estate clients, identify business priorities that could be improved using CX.

• Acting as consultant, offer advice and expertise to improve business performance through CX.

• Working independently as well as with Bewonder* colleagues, lead on the delivery of various projects as part of client customer experience strategies.

• Play a proactive role in pitches for Bewonder* as well as the wider Property & Asset Management business within JLL UK.

• Play an integral role in the evolution of the CX methodology at Bewonder*.

• Lead scoping/ discovery workshops.

• Create Customer Journey Maps as required using mapping software Uxpressia or equivalent.

• Carry-out required fieldwork in the delivery of CX products such as Customer Journey Mapping, Voice of the Customer, CX Audits & Community Activation.

• Build customer surveys and co-ordinate associated digital campaigns using CX platform Qualtrics.

• Build CX reporting and dashboards using CX platform Qualtrics and business intelligence software Tableau.

• Analysis of both quantitative and qualitative feedback and data to understand existing occupier needs whilst identifying opportunities to improve customer satisfaction and asset performance.

• Manage and support in the creation of client presentations and pitch documents.

• Ensuring new business pipeline is accurately reflected in both agency management platform Synergist and Project Management platform Trello.

• Accurately recording their time/ outputs in agency resource management platform Synergist.  

• Ensure clients are aware of the range of services and products offered by or through Bewonder* and the wider JLL group

• Represent Bewonder* at networking/ industry/ occupier events;

• Attend conferences, workshops, training and events to improve on existing knowledge and skills

• Play an active role in the delivery of Bewonder and JLL’s Property and Asset Management (PAM) strategy

• Support with the growth of Customer Experience financial targets;

• Act as a champion in Customer Experience

• Promote one team behaviour

• Line management of at least one Customer Experience Manager

• Undertake other related duties as directed by the Senior Customer Experience Strategy Director, Client Leads and Head of Bewonder*

Qualities & personal attributes

• A passion for customer experience as a discipline is an essential requirement of the role;

• Experience of working within a property management environment, with an understanding of occupier relationship management and service partner performance is essential.

• Previous experience within a customer experience role is essential;

• Strong communication and confident presentation skills are required;

• Strong report writing skills are essential;

• Competent workshop delivery and presentation style are required;

• Experience of using CRM would be helpful, understanding of CRM essential;

• Experience in customer journey mapping desirable, understanding of essential;

• Experience in voice of the customer programmes essential;

• Being “tech-savvy” is essential;

• Strong Microsoft Excel skills are essential in particular proficiency in conditional formatting, PivotTables, data validation, VLOOKUP, use of filters, use of SUMIF and SUMIFS and chart creation as an example;

• High degree of self-motivation;

• Have a curious mind with the ability to solution orientate;

• Desire to deliver high standards and to promote this quality in others;

• Ability to utilise all available space, human and technology resources to deliver the service and resolve problems as a team

• Be a contributor to team goals;

• Educated to degree level

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! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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