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

About the role

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.

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.

Responsibilities

• 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