Customer Intelligence & Experience Lead

Jones Lang LaSalle Incorporated; Arlington (VA); Hybrid; USD 96,000 - 117,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking a Voice of the Customer Intelligence Manager to lead VOC research and analytics that inform program and product decisions across our enterprise. This individual contributor designs and executes research programs and builds scalable reporting frameworks to translate questions into actionable insights.

You will design studies using Qualtrics, Medallia, and other platforms, build dashboards, synthesize findings from surveys, product analytics, campaigns,

Qualifications

• 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; adaptable to new technologies.
• Experience synthesizing insights across multiple data sets including surveys, product analytics, campaign metrics, and customer support data, translating findings into clear visualizations using BI tools.
• Track record of going beyond reporting to proactively connect insights to action — identifying opportunities and recommending changes to product features or program strategies.
• Consultative communication style — facilitates discovery conversations, translates vague asks into clear research plans, and proactively delivers findings to decision-makers.

Responsibilities

• Design, program, and deploy research using enterprise survey platforms, leveraging AI-assisted design and analytics.
• Integrate and analyze engagement data across tools, campaigns, and touchpoints to build a holistic view of the customer experience.
• Conduct stakeholder intake sessions to clarify research needs and translate them into structured frameworks.
• Analyze and present qualitative and quantitative findings with clear recommendations.
• Build and maintain scorecards, dashboards, and automated reporting pipelines beyond survey metrics.
• Manage multiple concurrent research projects from study design through reporting.
• Monitor metrics to identify trends and surface signals across surveys, tools, and campaigns.
• Synthesize findings across data streams into thematic insights and inform decisions with speed.
• Create models including predictive and prescriptive analytics to identify opportunities.

Skills

Market research

Data analytics

Survey design

Data modeling

Reporting

BI visualization

Consultative communication

Education

Bachelor's degree in a quantitative field

Tools

Qualtrics

Medallia

Tableau

Amazon QuickSight

Job description

Jones Lang LaSalle Incorporated is seeking a Voice of the Customer Intelligence Manager to lead VOC research and analytics that inform program and product decisions across our enterprise. This individual contributor designs and executes research programs and builds scalable reporting frameworks to translate questions into actionable insights.

You will design studies using Qualtrics, Medallia, and other platforms, build dashboards, synthesize findings from surveys, product analytics, campaigns,