Jones Lang LaSalle Incorporated

Voice of the Customer Intelligence Manager, Customer Experience and Engagement

Jones Lang LaSalle Incorporated • $90K — $130K *
Dallas, TX 75217In-Person
Business Services
5 - 7 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 7+ years in market research or data analytics, including survey design and reporting.
  • Bachelor's degree in a quantitative field or equivalent work experience.
  • Proficient in enterprise survey platforms like Qualtrics and Medallia; adaptable to new technologies.
  • Experience synthesizing insights across diverse data sets and visualizing findings with BI tools.
  • Proven ability to connect insights to action proactively and recommend changes before being prompted.
  • Consultative communication style with the ability to translate vague requests into clear research plans.
  • Independent judgment in managing workload within a fast-paced environment.

Responsibilities

  • Design and deploy research programs using enterprise survey platforms, leveraging AI-assisted tools.
  • Integrate and analyze engagement data across various channels to develop a comprehensive view of customer experience.
  • Conduct stakeholder sessions to clarify research needs and present findings with actionable recommendations.
  • Build automated reporting pipelines that include engagement KPIs and product interaction data.
  • Monitor key metrics for emerging trends and synthesize findings from multiple data streams into thematic insights.
  • Create flexible predictive and prescriptive analytics models to inform decisions swiftly.

Benefits

  • 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
Full Job Description
What this job involves:

We are seeking a customer-obsessed Insights and Analytics Manager 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.

Location:

On-site -Dallas, TX

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 may 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

About Jones Lang LaSalle Incorporated

Jones Lang LaSalle is a financial and professional services firm that specializes in commercial real estate services and investment management. Its services include: tenant representation for organizations that lease office, industrial and retail spaces; consulting, which supports companies to develop workplace strategies such as occupancy planning, relocations, and energy and environmental sustainability initiatives; project and development services to manage ground-up creation, building construction, and major interior renovations; capital markets and real estate investment banking, which helps organizations buy and sell properties, and improve the financial impact of their real estate; facilities management for a variety of properties including office towers, retail and exhibition centers, and government, collegiate and industrial complexes; property management services, that provide on-site administration to help owners of office, industrial, retail and specialty properties reduce costs and enhance their property values; and valuations that provide impartial assessments of real estate worth through more than 200 corporate offices in 70 countries. Jones Lang LaSalle was formed by the merger of Jones Lang Wootton, a British firm with origins dating back to 1783, and LaSalle Partners, an American company formed from a predecessor launched in 1968. Jones Lang Wootton opened its first US office in New York in 1975. In 1997, the initial public offering was completed by LaSalle Partners for the company's common stock in the market.

Jones Lang LaSalle Incorporated Careers

Join the dynamic team at Jones Lang LaSalle Incorporated (JLL), a global leader in real estate services, where your career journey is just as important as the professional milestones you aim to achieve. At JLL, we offer more than just job opportunities; we provide a platform for growth, innovation, and leadership in an industry that shapes the world around us.

Work You’ll Do

At JLL, you will be part of a culture that prizes diversity, teamwork, and forward-thinking. Whether you are looking for a full-time position or an internship, JLL offers a variety of roles that cater to your professional skills and personal development goals. Our team is composed of the brightest minds in real estate, providing you with unparalleled mentorship and networking opportunities that foster career advancement.

Innovate and Lead

Embrace the opportunity to lead projects that redefine the real estate landscape, leveraging JLL’s global scale and deep industry expertise. Our commitment to innovation is evident in every strategy we implement and every building we manage. By joining our team, you will collaborate with professionals who are eager to share their knowledge and push the boundaries of what is possible in real estate.

Professional Growth and Development

JLL is dedicated to the professional growth of its employees. We offer robust training programs, including leadership development and diversity training, to ensure you are equipped for success. Our benefits extend beyond the basics, encompassing health, wellness, and financial planning to support you and your family at all stages of life.

Explore Job Opportunities

JLL is continuously expanding, and we are hiring across multiple disciplines. Explore positions that match your skills and interests in areas such as property management, sustainability, financial analysis, and more. We look for driven, curious, and innovative team players who are ready to make an impact.

Internship Programs

Kickstart your career with a JLL internship. Gain hands-on experience, build your resume, and make invaluable industry connections. Our internships provide a deep dive into the real estate sector, allowing you to apply academic learning to real-world challenges.

Join Our Team

Ready to advance your career at Jones Lang LaSalle Incorporated? Search open positions, read about our employment benefits, and prepare your resume. The interview process at JLL not only assesses your fit for the company but also ensures our culture aligns with your career aspirations.

Stay Connected

Keep up to date with the latest from JLL Careers by subscribing to our job alert emails. Receive personalized updates that align with your career preferences and learn about new opportunities in real-time.

Networking and Industry Leadership

At JLL, networking doesn’t end with your hire date. Continue to connect with leaders and peers through our various professional networks and community engagement initiatives. Lead the way in industry discussions, participate in global conferences, and contribute to innovative solutions that drive the future of real estate. At Jones Lang LaSalle Incorporated, we don’t just offer jobs—we offer careers that make a difference. Join us in shaping the future of real estate, one innovation at a time.
Learn more about Jones Lang LaSalle Incorporated
Size
98,000 employees
Market Cap
$7.4 billion
Industry
Real Estate & Construction
Net Income
$402.5 million
Founded
1783
5 Year Trend
+8.3%
Revenue
$16.5 billion
NASDAQ
JLL
* Ladders Estimates

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