Customer Experience Program Manager - Scotland, United Kingdom - Jones Lang LaSalle Incorporated

Description

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Customer Experience Program Manager

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

We are looking for a Customer Experience Program Manager for our Integrated Facilities Management Workplace business line.

About JLL

We're JLL. We're a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.

If you're looking to step up your career, JLL is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL

Role Purpose

The role is part of a JLL team working closely with one of our most dynamic & fast-growing Clients from the multinational technology and online retail industry. JLL partners with the Client to deliver a wide range of corporate real estate services.

We are seeking a global Customer Experience (CX) Program Manager for our client-dedicated Customer Experience team with a focus on learning and development. The CX team ensures Global Real Estate and Facilities (GREF) takes a proactive and human-centered approach to workplace operations, design, technology, and culture. This role will focus on learning and development, with emphasis on data analytics, reporting, and programming of our initiatives. It will also include a focus on workplace diversity, equity, and inclusion (WDEI) which will be a target of the team's learning strategy.

This role will partner our various teams within the GREF team including the wider GREF L&D team and GREF Comms. This role will develop bespoke reporting, programs and training across the world, and include activities supporting the WDEI program roll out across its global portfolio. The ideal candidate for this position is customer obsessed, and is motivated by delivering truly innovative workplace solutions within a high-level framework. They are organized, are able to deep dive into problems to drive resolution but have an eye for detail and feel comfortable using data to make decisions, track progress and demonstrate success.

What this job involves

Collaborating with Global GREF team to continuously improve the CX for employees including:

• Contributes to the creation of and implements program strategy and overall team strategy based on a thorough analysis of L&D needs for the RE&F team
• Support in the design, development, and delivery of learning solutions to meet identified training needs, including customer care, communications, problem solving and leadership training
• Overall program management of team strategy – includes but is not limited to communications, leadership reporting, regional coordination, networking, SME and POC identification, planning, and escalations
• Collect, analyse, and manage data to ensure effective implementation and monitoring of training, competence & skill standards across account
• Writes data driven white papers to support the implementation of initiatives and projects
• Manages external and internal stakeholders and vendors
• Regularly partners with the wider GREF team to support the implementation of new initiatives and programs as well as ensuring organizational alignment of solutions
• Routinely connects to industry, professional bodies, and communities to ensure that new industry standards, best practices and innovations are adopted across the organization with a focus on diversity, equity, and inclusion

Every day is different, and in all these activities, we'd encourage you to show your ingenuity.

Sound like you? To apply you need to be:

• Experience and knowledge of customer experience, communication and /or employee experience, roles and responsibilities
• Proven experience in creating accurate reports, metrics and analysis to meet business project needs (proven experience in analysing customer feedback/surveys would be advantageous)
• Awareness of the value and importance of equality, diversity, and inclusion in the workplace
• Experience in the delivery of in person workshops, audio and visual training solutions, e-learning, and learning management systems is desirable
• Knowledge and understanding of workspace programs and how these operate in office buildings within EMEA
• Previous experience of working within a in a high-profile corporate environment
• Education: Diploma/degree level
• Problem solving and strong analytical skills
• Effective decision making
• Excellent written/verbal communications
• Spreadsheet and word processing to an intermediate-advanced level
• Customer focused
• Exceptional inter-personal skills
• Attention to detail

What you can expect from us

• You'll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay. We'll offer you a competitive salary and benefits package.
• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...

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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 If you require any changes to the application process, please email or call + 44 ( 0 ) to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit .