Global Client Experience Lead

JLL • Seattle, WA

1d • Onsite

About The Position

The Global Client Experience Lead is a newly created, dedicated two-year role accountable for implementing, measuring, and continuously improving CXE (Client Experience Excellence), JLL’s operating system for delivering consistent workplace experiences at scale. The role provides a single owner for program outcomes and helps ensure JLL employees and vendor partners deliver to one client-centered standard across AMER, EMEA, and APAC. The position reports to the Global Account Director and works closely with regional CXE Specialists, the CXE Operations Manager, and the Technology Integration Lead. The role is ideally based in a major U.S. technology hub; other listed markets may be considered. Travel is up to 30%. The position is on-site.

The lead oversees the four CXE mechanisms: Learning Velocity, Precision Training, Technology Leverage, and Professional Consultancy. Responsibilities include developing career-pathing and internal mobility, ensuring consistent onboarding and training, evaluating technology pilots against client outcomes, supporting curriculum development with academic and industry partners, and running program governance and reporting. The role also develops plans and scorecards, measures workforce and program outcomes, partners with client Finance on ROI methodology, manages vendor and partner relationships, and leads and develops the regional CXE team.

The role is expected to use Voice of Customer feedback to improve training and workplace experiences, address performance gaps among sites, identify and escalate risks, and promote joint accountability and client centricity. The position requires a bachelor's degree and at least 10 years of progressive relevant experience. Candidates must be authorized to work in the United States without visa sponsorship. Expected compensation is $193,000–$240,000 per year.

Requirements

• Bachelor's degree in hospitality, organizational development, or a related field.
• At least 10 years of progressive experience in workplace experience, learning and development, hospitality, or facilities management.
• Proven leadership skills and 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 and behavior-change initiatives.
• Strong analytical aptitude and ability to translate training and workforce data into actionable business insight.
• Comfort working with active technology pilots, including sound judgment to evaluate and redirect investment when appropriate.
• Track record of initiative, integrity, and good judgment, especially in balancing transparency about program gaps with confidence in program value.
• Strong collaboration and interpersonal skills.
• Excellent verbal and written communication skills, including the ability to report to senior client and internal leadership.
• Proficiency in Microsoft Office Suite: Excel, Word, PowerPoint, Visio, Outlook, and Access.
• Authorization to work in the United States without visa sponsorship.

Nice To Haves

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

Responsibilities

• Serve as the accountable owner for implementing, measuring, and reporting on CXE across all regions, ensuring consistent delivery.
• Drive career-pathing and internal mobility, including oversight of the leadership academy and recurring team huddles.
• Ensure onboarding, client culture, and client experience training are consistent across six job families and three regions; oversee the vendor partner training extension.
• Partner with the Technology Integration Lead on AI-enabled training and occupancy-sensing pilots, evaluating them against client outcomes.
• Support joint selection and management of academic and industry faculty and ensure co-developed curriculum meets JLL brand and quality standards.
• Own the CXE governance cadence, including weekly Ops Checks, Monthly Regional Performance Reviews, Quarterly Business Reviews, and the Annual Program Review; ensure escalation protocols are followed.
• Create actionable plans for each CXE mechanism, with goals, timelines, resources, and steps, and monitor progress against the scorecard and training roadmap.
• Track and report training completion, internal promotion rates, attrition, participant NPS, and behavioral change measures; use results to recommend adjustments.
• Partner with client Finance to establish a shared ROI methodology that distinguishes documented savings from estimated returns.
• Build relationships with vendor partners, faculty institutions, and technology providers while managing co-employment risk.
• Lead, mentor, and develop the AMER, EMEA, and APAC CXE Specialists and the CXE Operations Manager; set performance expectations and metrics.
• Champion continuous improvement and innovation, incorporate input from initiatives such as JLL's global hackathon and Innovate 3.0, and address roadmap gaps.
• Capture and act on Voice of Customer feedback from client employees and on-site vendor teams, routing insights into curriculum updates.
• Anticipate and respond to client stakeholder needs, turn problems into opportunities, and narrow performance gaps between sites.
• Identify and escalate account-level risks, including training completion gaps, vendor inconsistency, and technology pilot findings that do not improve outcomes.
• Promote teamwork and joint accountability across JLL staff and vendor partners, and model client centricity in daily service delivery.

Benefits

• 401(k) plan with matching company contributions
• Comprehensive medical, dental, and vision care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay
• Supportive culture and comprehensive benefits package prioritizing mental, physical, and emotional health

What This Job Offers

• Job Type: Full-time
• Career Level: Senior