Global Client Experience Lead

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 role provides superior client service while upholding JLL's core values of teamwork, ethics, and excellence, and drives global consistency across AMER, EMEA, and APAC. Account: Global Technology Client | Program: CXE (Client Experience Excellence) | Reports to: Global Account Director | Region: Global | Term: Dedicated 2-year role. Travel: Up to 30%. 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. This position does not provide visa sponsorship.

Responsibilities

Program Ownership & Global Consistency: serve as the single accountable owner for implementing, measuring, and reporting on CXE across all regions; Learning Velocity: drive the career-pathing and internal mobility framework, 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; Technology Leverage: partner with the Technology Integration Lead on the AI-enabled training application pilot and occupancy sensing data integration; Professional Consultancy: support JLL and the client's joint selection and management of the academic and industry faculty panel; Governance & Reporting: own the CXE governance cadence and ensure escalation protocols are followed; Business Planning: create detailed, actionable plans for each CXE mechanism and monitor progress against the CXE scorecard and training roadmap; Performance Measurement: track and report on KPIs including training completion, internal promotion rates, attrition, participant NPS, and behavioral change measures; Financial Stewardship: partner with client Finance to establish a shared, defensible ROI methodology for CXE; Vendor & Partner Relationships: establish and maintain relationships with vendor partners, faculty institutions, and technology providers while managing co-employment risk; Team Leadership: lead and mentor the AMER, EMEA, and APAC CXE Specialists and the CXE Operations Manager; Continuous Improvement: champion a culture of innovation and identify opportunities to close gaps CXE names honestly in its roadmap; Capture and act on Voice of Customer feedback and route it into curriculum updates; Anticipate and respond to the needs and concerns of client stakeholders, narrowing the performance gap between best- and lowest-performing sites; Proactively identify and escalate risks and issues at the account level; Encourage teamwork and joint accountability across JLL-direct staff and vendor partner teams; Model client centricity as a daily practice

Requirements

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; 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; 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); Must be authorized to work in the United States without sponsorship

Nice to have

Prior exposure to large, multi-site, multi-vendor accounts; Experience managing relationships with vendor partners and academic or industry institutions

Benefits

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