Voice of Customer Insight Manager — Engagement & Analytics

JLL; Arlington (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

JLL is seeking a Manager, Customer Experience and Engagement to lead voice of customer research and analytics, shaping program and product decisions. This role designs research, builds scalable reporting, and partners with stakeholders to translate questions into actionable insights across employee travel and events.

You will integrate survey data with behavioral analytics, develop dashboards, and drive data-driven decisions with speed and conviction in a fast-paced environment.

Qualifications

• 7+ years in market research or data analytics, including survey design and reporting.
• Bachelor's degree in a quantitative field or equivalent.
• Proficient with Qualtrics, Medallia, or similar survey platforms and reporting dashboards.
• Experience synthesizing insights across surveys, product analytics, campaigns, and support data.
• Ability to translate insights into actionable recommendations for decision-makers.

Responsibilities

• Design, program, and deploy research using enterprise survey platforms.
• Integrate and analyze engagement data across tools, campaigns, and touchpoints.
• Conduct stakeholder intake sessions and present qualitative and quantitative findings.
• Build dashboards and automated reporting pipelines with KPIs and product data.
• Monitor trends and surface signals across surveys, tools, and campaigns.
• Create predictive/prescriptive analytics to inform faster decisions.

Skills

Market research

Data analytics

Survey design

Communication

Stakeholder management

Education

Bachelor's degree in a quantitative field

Tools

Qualtrics

Medallia

Amazon Pulse

Amazon QuickSight

Tableau

Job description

JLL is seeking a Manager, Customer Experience and Engagement to lead voice of customer research and analytics, shaping program and product decisions. This role designs research, builds scalable reporting, and partners with stakeholders to translate questions into actionable insights across employee travel and events.

You will integrate survey data with behavioral analytics, develop dashboards, and drive data-driven decisions with speed and conviction in a fast-paced environment.