Customer Intelligence & Experience Lead

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

Benefits offered by this job

401(k) plan with matching company

Comprehensive Medical, Dental & Vision

Paid parental leave

Paid Time Off

Daily Pay

Job summary

Jones Lang LaSalle Incorporated in Arlington, VA is seeking a Manager, Customer Experience and Engagement to lead voice of customer (VOC) research and analytics that shape program and product decisions. This role combines survey design with AI-assisted analysis to deliver actionable insights across the employee travel and events journey.

You will design and deploy studies, synthesize qualitative and quantitative findings, and present clear recommendations to stakeholders.

Qualifications

• 7+ years in market research or data analytics with survey design and reporting.
• Bachelor's degree in a quantitative field.
• Proficient with enterprise survey platforms and reporting dashboards.

Responsibilities

• Design, program, and deploy research using enterprise survey platforms and AI-assisted design.
• Analyze engagement data across tools, campaigns, and touchpoints; build holistic customer views.
• Create scorecards, dashboards, and automated reporting pipelines beyond survey metrics.

Skills

Market research experience

Data analysis

Qualitative & quantitative methods

Behavioral analytics

Consultative communication

Independent judgement

AI-enabled analytics

Journey analytics

Education

Bachelor's degree in a quantitative field

Tools

Qualtrics

Medallia

Amazon QuickSight

Tableau

Job description

Jones Lang LaSalle Incorporated in Arlington, VA is seeking a Manager, Customer Experience and Engagement to lead voice of customer (VOC) research and analytics that shape program and product decisions. This role combines survey design with AI-assisted analysis to deliver actionable insights across the employee travel and events journey.

You will design and deploy studies, synthesize qualitative and quantitative findings, and present clear recommendations to stakeholders.