Global Client Experience Lead

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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.   

Job Summary

Account: Global Technology Client | Program: CXE (Client Experience Excellence) | Reports to: Global Account Director | Region: Global | Term: Dedicated 2-year role

Location: Ideally based in a major U.S. technology hub such as Seattle, the San Francisco Bay Area, or Austin; other markets such as New York City or Washington, D.C. will be considered for the right candidate. | Travel: Up to 30%

The Global Client Experience Lead is a newly created, dedicated role established to implement, measure, and continuously improve CXE, JLL's operating system for delivering consistent, memorable workplace experiences at scale. This role gives the client a single owner accountable for program outcomes.

The Global Client Experience Lead provides superior client service while upholding JLL's core values of teamwork, ethics, and excellence. They ensure that every person who shapes the client's workplace experience, whether JLL employee or vendor partner, delivers to one consistent standard, anchored in client centricity. By driving global consistency across AMER, EMEA, and APAC, this role directly contributes to the overall success and perception of the client's workplace experience program.

This role is responsible for overseeing the implementation of CXE's four compounding mechanisms (Learning Velocity, Precision Training, Technology Leverage, and Professional Consultancy) across the global account, in close partnership with the AMER, EMEA, and APAC CXE Specialists, the CXE Operations Manager, and the Technology Integration Lead.

Job Responsibilities:

• Program Ownership & Global Consistency. Serve as the single accountable owner for implementing, measuring, and reporting on CXE across all regions, reporting directly to the Global Account Director to ensure global consistency of delivery.

• Learning Velocity. Drive the career-pathing and internal mobility framework that reduces attrition and builds institutional knowledge, including oversight of the leadership academy and recurring team huddles.

• Precision Training. Ensure new-hire onboarding, client culture training, and client experience training are delivered consistently across all six job families and all three regions, and oversee the phased rollout of the Vendor Partner Training Extension so vendor partner teams are trained to the same standard as JLL-direct staff.

• Technology Leverage. Partner with the Technology Integration Lead on the AI-enabled training application pilot and occupancy sensing data integration, ensuring both are evaluated honestly against client outcomes rather than adopted for their own sake.

• Professional Consultancy. Support JLL and the client's joint selection and management of the academic and industry faculty panel (including leading hospitality and business institutions and other partners), ensuring co-developed curriculum meets JLL's brand and quality standards.

• Governance & Reporting. Own the CXE governance cadence (weekly Ops Checks, Monthly Regional Performance Reviews, Quarterly Business Reviews, and the Annual Program Review) and ensure escalation protocols are followed for site-level issues, regional performance flags, technology/security issues, and strategic program risks.

• Business Planning. Create detailed, actionable plans for each CXE mechanism that outline specific goals, timelines, resources, and steps to achieve them, and monitor progress against the CXE scorecard and training roadmap.

• Performance Measurement. Track and report on key performance indicators, including training completion, internal promotion rates, attrition, participant NPS, and behavioral change measures, and use the results to inform adjustments and recommendations.

• Financial Stewardship. Partner with client Finance to establish a shared, defensible ROI methodology for CXE, distinguishing documented savings from estimated returns.

• Vendor & Partner Relationships. Establish and maintain relationships with vendor partners, faculty institutions, and technology providers to support CXE programs while managing co-employment risk.

• Team Leadership. Lead and mentor the AMER, EMEA, and APAC CXE Specialists and the CXE Operations Manager, providing coaching and professional development opportunities, and set clear performance expectations and metrics.

• Continuous Improvement. Champion a culture of innovation, incorporating input from initiatives such as JLL's global hackathon and Innovate 3.0, and identify opportunities to close the gaps CXE names honestly in its roadmap.

Ensuring Exceptional Client Experience:

• Capture and act on Voice of Customer feedback from client employees and on-site vendor teams, routing it into curriculum updates so training reflects what the client's people actually experience.

• Anticipate and respond to the needs and concerns of client stakeholders, transforming problems into opportunities and narrowing the performance gap between best- and lowest-performing sites.

• Proactively identify and escalate risks and issues at the account level, including training completion gaps, vendor inconsistency, or technology pilot findings that do not improve client outcomes.

• Encourage teamwork and joint accountability across JLL-direct staff and vendor partner teams, promoting one consistent standard of service delivery.

• Model client centricity as a daily practice, not a training event, ensuring frontline teams can articulate how their work connects to the client's values and business priorities.

Qualifications:

• Bachelor's degree in hospitality, organizational development, or a related field.

• 10+ years of progressive experience in workplace experience, learning & development, hospitality, or facilities management, with prior exposure to large, multi-site, multi-vendor accounts preferred.

• Proven leadership skills with the ability to manage multiple priorities and deliver results across a global, matrixed account.

• Experience building or scaling learning and development programs, career-pathing frameworks, or culture/behavior-change initiatives.

• Strong analytical aptitude, with the ability to translate training and workforce data (completion rates, attrition, NPS, promotion rates) into actionable business insight.

• Comfort operating in an environment with active technology pilots (AI-enabled training, occupancy sensing), including the judgment to evaluate and, where warranted, redirect investment.

• Track record of initiative, integrity, and good judgment, particularly in balancing transparency about program gaps with confidence in program value.

• Highly collaborative with strong interpersonal skills; experience managing relationships with vendor partners and academic or industry institutions a plus.

• Excellent verbal and written communication skills, with the ability to report to senior client leadership (Director/VP level) and internal JLL leadership.

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access).

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Expected compensation for this position:

193,000.00 – 240,000.00 USD per year

Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

On-site –Arlington, VA, Chicago, IL, Dallas, TX, New York, NY, San Francisco, CA, Seattle, WA

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 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
• Early access to earned wages through Daily Pay

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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