At a Glance
- Tasks: Lead customer experience strategies and foster a service-focused culture across the UK portfolio.
- Company: Join JLL, a leader in real estate shaping a better world through innovation.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Embrace a culture of continuous improvement and collaboration.
- Why this job: Make a real impact on customer experiences while working with a dynamic leadership team.
- Qualifications: Proven experience in customer experience and strong communication skills required.
The predicted salary is between 80000 - 100000 £ per year.
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.
Role Purpose
The Customer Experience Director is responsible for ensuring all elements that influence the experiential offer to Royal London Asset Management (RLAM) shape a customer-focused service culture across the national UK portfolio. The role focuses on customer experience and provides strategic and operational direction in setting benchmarks for services delivered by other department heads and their teams. Through their approach, they will foster collaboration and boost productivity. Working as part of the Senior Leadership Team the Customer Experience Director ensures that all service partners and teams work cohesively to reflect RLAM's vision and ambition. The role requires the development and implementation of customer experience strategies that support RLAM's Customer Charter, Brand, and Values. They will be required to work closely with other stakeholders as well as service partners appointed by RLAM across the portfolio.
Responsibilities
- Develop and prepare annually a draft CX Business Plan incorporating portfolio and sector learnings, aligned with RLAM's business planning cycle, including proposed Optional and Additional services with associated costs for RLAM approval prior to implementation.
- Deliver quarterly training updates to ensure team knowledge and skills remain current with industry standards and organisational requirements.
- Deliver strategies designed to implement a customer experience culture that supports the definition of CX Principles and target experience to meet RLAM's Customer Charter, Brand, and Values.
- Deliver the various strategies designed to implement a culture of customer experience.
- Design and deliver on-going strategies for customer experience and market-leading employee experience.
- Using a range of CX practices, collect feedback from stakeholders to identify experiential needs and measure customer and employee satisfaction.
- Using a range of CX practices, design and deliver enhanced customer and employee experiences, refining services, streamlining workflows, and optimising operation touchpoints.
- Oversee the delivery of any enhanced CX services by the any third party experience agency as set out in the CX scope of services within the RLAM property management agreement.
- Oversee and ensure CX training is provided to all individuals working across the RLAM portfolio, whether directly employed by JLL or through 3rd party JLL Framework Service Partners, ensuring consistent application of CX principles across the entire service delivery network.
- Manage and utilise the annual customer feedback survey to identify portfolio and sector learnings, translating insights into actionable improvements within the CX Business Plan.
- Act as customer experience mentor to the senior leadership team, providing clear and effective counsel on all matters experience-related.
- Ensure service partners are managed using CX best practices and are rewarded for achieving against targets working with Property Delivery Lead.
- Make recommendations for improving customer and employee health and wellbeing.
- Set both customer and employee experience targets, monitor progress, and measure/celebrate success.
- Working with JLL RLAM ESG lead to ensure strategy takes account of meaningful, measurable, and deliverable ESG targets.
- Monitor and prepare analysis as required for best-in-class client reporting.
- Consistently exhibit RLAM Customer Charter values in all interactions with associates and customers.
Qualifications
- An experienced customer experience professional with a proven track record in embedding CX principles to be used as the vehicle of change, service consistency, and establish a culture of continual improvement.
- Data-driven with a proven track record in improving customer satisfaction and/or other relevant metrics.
- Experience in delivering a range of property scope services (from fundamental through to premium).
- Practical experience in delivering workplace-based community events and activations.
- An innovative approach to customer and employee experience.
- A passion for excellence in the delivery of customer and employee experience.
- A cohesive management style that will achieve the business aims of this role.
- Detail-oriented with the ability to solve problems.
- Curious, agile, and resilient.
- Strong communication, interpersonal, and presentation skills.
- Persuasive and confident style of communication.
- Tech savvy - should have a strong understanding of workplace technology and how it impacts on experience.
- Self-motivated with a desire to deliver high standards and to promote this quality in others.
- Ability to utilise all available resources to deliver the service and resolve problems as a team.
- Able to demonstrate the ability to develop systems and procedures to ensure the smooth running of operations.
- Have a strong understanding of the issues surrounding occupancy of property from the perspectives of both the Customer and landlord.
- Preferably degree or equivalent qualified and hold membership of a professional organisation.
Customer Experience Director employer: Jones Lang LaSalle Incorporated
At JLL, we pride ourselves on fostering a vibrant work culture that champions collaboration and innovation, making it an exceptional place for the Customer Experience Director role in London. Our commitment to employee growth is evident through ongoing training and development opportunities, ensuring that our team members thrive in their careers while contributing to a customer-focused service culture. With a focus on meaningful work and a supportive environment, JLL empowers you to shape a brighter future in real estate.
Contact Details:
Jones Lang LaSalle Incorporated Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Director
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jones Lang LaSalle Incorporated. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jones Lang LaSalle Incorporated before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Director
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jones Lang LaSalle Incorporated:Your cover letter is your chance to shine! Tell us why you want to work at Jones Lang LaSalle Incorporated specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jones Lang LaSalle Incorporated!
How to prepare for a job interview at Jones Lang LaSalle Incorporated
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
