Customer Intelligence & Experience Manager

JLL; Arlington (VA); On-site; USD 110,000 - 160,000; Full time

Job summary

JLL is seeking a Manager, Customer Experience and Engagement to lead voice of customer (VOC) research and analytics that drive program and product decisions. This individual contributor designs and executes research programs, builds scalable reporting frameworks, and partners with internal stakeholders to translate ambiguous business questions into structured, actionable insights.

The role blends traditional survey expertise with an evolving focus on micro-sentiment capture, behavioral

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 BI dashboards.
• Experience synthesizing insights across multiple data sets and translating findings into visuals.

Responsibilities

• Design, program, and deploy research using enterprise survey platforms.
• Integrate engagement data across tools and touchpoints to form a holistic view.
• Conduct stakeholder intake sessions and present findings with clear recommendations.
• Build and maintain scorecards, dashboards, and automated reporting pipelines.
• Monitor metrics to identify trends and surface emerging signals.
• Create predictive and prescriptive models to inform decisions.

Skills

VOC research

Data analytics

Survey design

BI dashboards

Stakeholder communication

Education

Bachelor's degree in a quantitative field

Tools

Qualtrics

Medallia

Amazon QuickSight

Tableau

Job description

JLL is seeking a Manager, Customer Experience and Engagement to lead voice of customer (VOC) research and analytics that drive program and product decisions. This individual contributor designs and executes research programs, builds scalable reporting frameworks, and partners with internal stakeholders to translate ambiguous business questions into structured, actionable insights.

The role blends traditional survey expertise with an evolving focus on micro-sentiment capture, behavioral