Voice of the Customer Intelligence (VOC) Manager, Customer Experience and Engagement

JLL empowers you to shape a brighter way .

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves:

We are seeking a customer-obsessed 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 analytics, and first-party data integration — helping the team shift from periodic measurement to continuous customer intelligence across the employee travel and events journey.

What your day-to-day will look like:

• Design, program, and deploy research using enterprise survey platforms such as Qualtrics, Medallia, Amazon Pulse, or similar, leveraging AI-assisted survey design and natural language analysis to accelerate time-to-insight.
• Integrate and analyze engagement data across tools, campaigns, and customer touchpoints — connecting survey feedback with behavioral signals including product adoption, feature usage, campaign interactions, and content engagement to build a holistic view of the customer experience.
• Conduct stakeholder intake sessions to clarify research needs, guiding partners who struggle to articulate business questions into structured research frameworks. Analyze and present qualitative and quantitative findings — including outputs from generative AI, text analytics, and behavioral/engagement data — to the insights team and business partners with clear, decisive recommendations.
• Build and maintain scorecards, dashboards, and automated reporting pipelines that go beyond survey metrics — incorporating engagement KPIs, campaign performance, and product interaction data to continuously simplify how stakeholders access and act on intelligence. Manage multiple concurrent research projects independently from study design through reporting.
• Monitor key metrics to identify trends impacting business performance and proactively surface emerging signals across surveys, tools, and campaigns — defining data-driven approaches to uncover new insights before they're requested. Synthesize findings across multiple data streams including survey responses, behavioral analytics, campaign engagement, and customer support signals into thematic insights, exploring AI tools to scale analysis and reduce cycle time.
• Create flexible models including predictive and prescriptive analytics to identify opportunities and inform decisions with speed and conviction.

Required 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 and emerging survey 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 such as Amazon QuickSight, Tableau, or similar.
• Track record of going beyond reporting to proactively connect insights to action — identifying opportunities and recommending changes to product features or program strategies before stakeholders ask.
• Consultative communication style — facilitates discovery conversations, translates vague asks into clear research plans, and proactively delivers findings and recommendations to decision-makers with clarity and conviction.
• Exercises independent judgment — manages own workload with minimal direction in a fast-paced environment with competing priorities and evolving scope.

Preferred Qualifications:

• Experience working within a large-scale, matrixed organization; familiarity with Amazon's internal tools, systems, and decision-making culture is a strong advantage.
• Familiarity with AI-powered analytics features and emerging survey technologies.
• Familiarity with journey-based or lifecycle analytics — understanding how customers move through touchpoints and where friction or opportunity exists.
• Comfort navigating ambiguity — can define the problem as well as solve it; doesn't need a fully scoped brief to get started.
• Curiosity about emerging technology — eager to explore how AI, automation, and new data sources can improve how we listen to and learn from customers.
• Systems thinker — connects individual data points including survey responses, tool engagement, campaign performance, and customer support data to broader customer journey narratives and strategic recommendations.

Location: Onsite

Additional Requirements: Ability to travel up to 10% of the time.

At JLL, we are collectively shaping a brighter way — for our clients, ourselves, and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Expected compensation for this position:

95,600.00 – 117,100.00 USD per year

Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

On-site –Arlington, VA, Seattle, WA

Job Tags:

GREF

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits include:

• 401(k) plan with matching company contributions
• Comprehensive Medical, Dental & Vision Care
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Accepting applications on an ongoing basis until candidate identified.