Client Experience Director - Work Dynamics

Client Experience Director – Work Dynamics

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 organiser 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
A fluent user of Microsoft applications including Word, Excel, PPT, Outlook, SharePoint, Teams
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.

Program manage JLL’s global voice of the client program spanning multiple listening points
Drive engagement and participation to achieve response rate targets and ensure timely and effective response to client feedback
Provide coaching and training for client-facing teams to help them ‘lean in’ to client feedback
Help client-facing teams understand how to approach issue resolution and turn negative feedback into positive experiences
Support internal function, service line and product teams to implement improvements and/or design new solutions in response to client needs
Champion opportunities to consistently improve the client experience and make sure this topic is at the top of the leadership agenda for the Work Dynamics business
Prepare and present findings to key leadership groups to ensure insights are leveraged for strategic discussions

Prior knowledge of the real estate industry would be an advantage
Experience with customer experience management (CEM) software, such as Medallia or Qualtrics, would be an advantage