Voice of the Customer Intelligence Manager, Customer Experience and Engagement

Jones Lang LaSalle Americas, Inc.

. Lead voice of customer research and analytics that drive program and product decisions .

Posted 9/23/2026full-timeUnited StatesSeniorLead💰 $95,600 - $117,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in market research and data analytics, with a strong focus on survey design, data modeling, and reporting. Proficient in utilizing enterprise survey platforms and BI tools to synthesize insights and drive actionable recommendations.

Highest-signal resume keywords

Market ResearchData AnalyticsSurvey DesignQualtricsTableau

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ModelingReportingPredictive AnalyticsPrescriptive AnalyticsText AnalyticsBehavioral AnalysisSurvey ProgrammingLogic DesignKPI MonitoringQualitative Analysis

Soft Skills

Consultative CommunicationFacilitationIndependent JudgmentProactive DeliveryTranslating Ambiguity

Tools & Technologies

QualtricsMedalliaAmazon QuickSightTableauAmazon Pulse

Industry Keywords

Customer EngagementCampaign MetricsProduct AnalyticsStakeholder ManagementInsights Generation

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Lead voice of customer research and analytics that drive program and product decisions
Design, program, and deploy research using enterprise survey platforms such as Qualtrics, Medallia, Amazon Pulse, or similar
Use AI-assisted survey design and natural language analysis to accelerate time-to-insight
Integrate and analyze engagement data across tools, campaigns, and customer touchpoints
Connect survey feedback with behavioral signals including product adoption, feature usage, campaign interactions, and content engagement
Conduct stakeholder intake sessions and translate ambiguous business questions into structured research frameworks
Analyze and present qualitative and quantitative findings, including generative AI, text analytics, and behavioral/engagement data outputs
Provide clear, decisive recommendations to the insights team and business partners
Build and maintain scorecards, dashboards, and automated reporting pipelines
Incorporate engagement KPIs, campaign performance, and product interaction data into reporting
Manage multiple concurrent research projects independently from study design through reporting
Monitor key metrics to identify trends and proactively surface emerging signals
Synthesize survey responses, behavioral analytics, campaign engagement, and customer support signals into thematic insights
Explore AI tools to scale analysis and reduce cycle time
Create flexible predictive and prescriptive analytics models to identify opportunities and inform decisions

Requirements

What you’ll need

7+ years in market research or data analytics, including survey design, data modeling, and reporting
Bachelor's degree in a quantitative field such as market research, math, economics, finance, statistics, engineering, or equivalent work experience
Proficient in enterprise survey platforms including Qualtrics, Medallia, or similar, including programming, logic design, and reporting dashboards
Experience synthesizing insights across surveys, product analytics, campaign metrics, and customer support data
Experience translating findings into clear visualizations using BI tools such as Amazon QuickSight, Tableau, or similar
Track record of connecting insights to action and recommending changes to product features or program strategies
Consultative communication style and ability to facilitate discovery conversations
Ability to translate vague requests into clear research plans
Ability to proactively deliver findings and recommendations to decision-makers
Ability to exercise independent judgment and manage workload with minimal direction
Ability to travel up to 10% of the time
Candidates must be authorized to work in the United States without sponsorship

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 and comprehensive benefits package prioritizing mental, physical and emotional health
Reasonable accommodations for individuals with disabilities