Global Client Experience Lead

Jones Lang LaSalle Americas, Inc.

. Serve as the single accountable owner for implementing, measuring, and reporting on CXE across all regions .

Posted 10/13/2026full-timeUnited StatesSenior💰 $193,000 - $240,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in implementing and managing Customer Experience Excellence (CXE) initiatives across diverse regions, with a strong focus on training, leadership development, and performance measurement. Proven ability to analyze workforce data and drive continuous improvement through innovative training programs and stakeholder collaboration.

Highest-signal resume keywords

CXE ImplementationLearning And Development Program ManagementData Analysis And KPI TrackingVendor Partner ManagementLeadership And Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workplace ExperienceCareer-Pathing FrameworksBehavior-Change InitiativesAnalytical AptitudeAI-Enabled Training TechnologyTraining Completion TrackingROI MethodologyClient Experience TrainingOnboarding ProcessesMulti-Site Account Management

Soft Skills

Interpersonal SkillsCollaboration SkillsCommunication SkillsIntegrityJudgment

Tools & Technologies

Microsoft Office SuiteExcelPowerPointVisioOutlookAccess

Industry Keywords

HospitalityOrganizational DevelopmentFacilities ManagementClient CentricityContinuous ImprovementVoice Of Customer

About the role

Key responsibilities & impact

Serve as the single accountable owner for implementing, measuring, and reporting on CXE across all regions
Drive career-pathing and internal mobility frameworks, including leadership academy and recurring team huddles
Ensure consistent onboarding, client culture training, and client experience training across six job families and three regions
Oversee rollout of Vendor Partner Training Extension
Partner on AI-enabled training application and occupancy sensing data integration pilots
Support selection and management of academic and industry faculty partners
Own CXE governance cadence, including weekly Ops Checks, Monthly Regional Performance Reviews, Quarterly Business Reviews, and Annual Program Review
Create actionable plans for each CXE mechanism and monitor progress against the scorecard and training roadmap
Track and report KPIs including training completion, promotion rates, attrition, participant NPS, and behavioral change
Establish ROI methodology with client Finance
Manage vendor, faculty, and technology provider relationships while managing co-employment risk
Lead and mentor AMER, EMEA, and APAC CXE Specialists and the CXE Operations Manager
Capture Voice of Customer feedback and incorporate it into curriculum updates
Identify and escalate account-level risks and issues
Promote consistent service delivery and client centricity across JLL and vendor teams
Champion continuous improvement through innovation initiatives

Requirements

What you’ll need

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
Prior exposure to large, multi-site, multi-vendor accounts preferred
Proven leadership skills managing multiple priorities across a global, matrixed account
Experience building or scaling learning and development programs, career-pathing frameworks, or culture/behavior-change initiatives
Strong analytical aptitude translating training and workforce data into actionable business insight
Comfort operating with AI-enabled training and occupancy sensing technology pilots
Track record of initiative, integrity, and good judgment
Strong interpersonal and collaboration skills
Experience managing vendor partners and academic or industry institutions a plus
Excellent verbal and written communication skills
Ability to report to senior client and internal leadership
Proficient in Microsoft Office Suite, including Excel, Word, PowerPoint, Visio, Outlook, and Access
Must be authorized to work in the United States without sponsorship
Willingness to travel up to 30%

Benefits

Comp & perks

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
Supportive culture prioritizing mental, physical and emotional health
Professional development opportunities
Reasonable accommodations for individuals with disabilities