Global Client Experience Lead

About the role

Account: Global Technology Client | Program: CXE (Client Experience Excellence) | Reports to: Global Account Director | Region: Global | Term: Dedicated 2-year role | Location: Ideally based in a major U.S. technology hub such as Seattle, the San Francisco Bay Area, or Austin; other markets such as New York City or Washington, D.C. will be considered for the right candidate. | Travel: Up to 30%

The Global Client Experience Lead is a newly created, dedicated role established to implement, measure, and continuously improve CXE, JLL's operating system for delivering consistent, memorable workplace experiences at scale. This role gives the client a single owner accountable for program outcomes. The Global Client Experience Lead provides superior client service while upholding JLL's core values of teamwork, ethics, and excellence. They ensure that every person who shapes the client's workplace experience, whether JLL employee or vendor partner, delivers to one consistent standard, anchored in client centricity. By driving global consistency across AMER, EMEA, and APAC, this role directly contributes to the overall success and perception of the client's workplace experience program. This role is responsible for overseeing the implementation of CXE's four compounding mechanisms (Learning Velocity, Precision Training, Technology Leverage, and Professional Consultancy) across the global account, in close partnership with the AMER, EMEA, and APAC CXE Specialists, the CXE Operations Manager, and the Technology Integration Lead.

Responsibilities

• Program Ownership & Global Consistency. Serve as the single accountable owner for implementing, measuring, and reporting on CXE across all regions, reporting directly to the Global Account Director to ensure global consistency of delivery.
• Learning Velocity. Drive the career-pathing and internal mobility framework that reduces attrition and builds institutional knowledge, including oversight of the leadership academy and recurring team huddles.
• Precision Training. Ensure new-hire onboarding, client culture training, and client experience training are delivered consistently across all six job families and all three regions, and oversee the phased rollout of the Vendor Partner Training Extension so vendor partner teams are trained to the same standard as JLL-direct staff.
• Technology Leverage. Partner with the Technology Integration Lead on the AI-enabled training application pilot and occupancy sensing data integration, ensuring both are evaluated honestly against client outcomes rather than adopted for their own sake.
• Professional Consultancy. Support JLL and the client's joint selection and management of the academic and industry faculty panel (including leading hospitality and business institutions and other partners), ensuring co-developed curriculum meets JLL's brand and quality standards.
• Governance & Reporting. Own the CXE governance cadence (weekly Ops Checks, Monthly Regional Performance Reviews, Quarterly Business Reviews, and the Annual Program Review) and ensure escalation protocols are followed for site-level issues, regional performance flags, technology/security issues, and strategic program risks.
• Business Planning. Create detailed, actionable plans for each CXE mechanism that outline specific goals, timelines, resources, and steps to achieve them, and monitor progress against the CXE scorecard and training roadmap.
• Performance Measurement. Track and report on key performance indicators, including training completion, internal promotion rates, attrition, participant NPS, and behavioral change measures, and use the results to inform adjustments and recommendations.
• Financial Stewardship. Partner with client Finance to establish a shared, defensible ROI methodology for CXE, distinguishing documented savings from estimated returns.
• Vendor & Partner Relationships. Establish and maintain relationships with vendor partners, faculty institutions, and technology providers to support CXE programs while managing co-employment risk.
• Team Leadership. Lead and mentor the AMER, EMEA, and