Senior Manager - Global Operations and Client Experience

Global Client Experience Program Manager

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.   

Global Client Experience Program Manager

Preferred work location: Bangalore, India

Are you a strategic program manager with a passion for process excellence? We're seeking a proactive professional who can drive our global client experience (CX) program forward by managing survey implementation from concept to delivery. You’ll serve as a strategic bridge between senior business stakeholders and our technical teams, ensuring our client feedback programs are operationally structured and set up to deliver meaningful insights that inform business strategy and operational excellence. This is an excellent opportunity for someone who enjoys working with cross-functional teams, thrives on clear communication, and wants to contribute to building exceptional client experiences.

Role requirements:

Strategic program management As our CX program manager, you’ll take ownership of our survey ecosystem from initial business request through to final delivery. You’ll proactively engage with senior stakeholders to understand their strategic objectives, then translate these business needs into survey requirements. This includes managing project timelines, coordinating resources, establishing detailed process workflow and accessible library of documentation, to ensure deliverables align with business goals. You'll drive the entire implementation process, from scoping sessions with stakeholders to requirement handoffs to our data operations team.

BAU survey program optimization Beyond new implementations, you'll manage our existing survey portfolio to ensure continuous value delivery. This includes monitoring survey health, identifying optimization opportunities, and coordinating updates with stakeholders and technical teams. You'll analyze how survey program outputs are being used by business teams and recommend improvements to enhance strategic impact. Your role involves ensuring our established surveys continue to provide relevant, actionable insights that support business operations and strategic planning.

Qualtrics product ownership and vendor management As JLL's product lead for Qualtrics, you'll own the strategic relationship with Qualtrics and serve as the primary liaison between the vendor and internal teams. You'll maintain oversight of the Qualtrics product roadmap, evaluating new features and capabilities for their potential impact on JLL's CX program. You'll communicate platform updates, enhancements, and best practices to teams utilizing Qualtrics, ensuring the organization maximizes value from the platform investment. This includes participating in vendor review sessions, providing feedback on product development, and advocating JLL's needs with the Qualtrics account team.

Builder community management and enablement As our CX program scales, you'll establish and manage a community of certified Qualtrics builders across the organization. You'll develop training programs to enable these builders to create and execute their own surveys within a controlled governance framework. This includes designing onboarding curricula, conducting training sessions, and maintaining certification standards to ensure quality and consistency. You'll keep builders informed of platform updates and new capabilities, and provide ongoing support to help them leverage Qualtrics effectively. You'll also establish guidelines and guardrails to maintain survey quality and brand standards.

Sound like you? To apply you need to be:

• A strategic thinker who can translate business objectives into actionable technical survey requirements and understand how CX program and insights drive business strategy
• An experienced program manager with a minimum of around 5-7 years of program or project management experience
• A proactive problem-solver who seeks out solutions and opportunities rather than waiting for direction
• An excellent communicator who is comfortable presenting to and collaborating with senior business stakeholders and vendor partners across different cultures and time zones, and willing to accommodate flexible scheduling when needed
• A strong organizer with excellent attention to detail, who can manage multiple complex projects simultaneously, documentation and processes, and work well under deadlines
• A natural teacher and enabler with experience developing training programs and building capability within distributed teams
• A true team player with ‘win together’ mindset and the ability to work well with cross functional teams (technical team, business line stakeholders, reporting) and effectively collaborate with global CX team members (the team spans across Americas, EMEA, APAC)
• Proficient in Microsoft applications including Excel, Word, PowerPoint, Outlook, SharePoint, and Teams
• A bachelor's degree or equivalent experience in business, operations, project management, or related field
• Experience with survey platforms like Qualtrics is beneficial but not required - we have a dedicated technical operations team for survey development. Training and certification opportunities will be provided.

What you can expect from us

You'll join an entrepreneurial, inclusive culture 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.

Qualtrics training will be included as part of the role. You will receive validation as a certified Qualtrics professional once completing the foundational and expert qualifications.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you...

Apply today!

Location:

On-site –Bengaluru, KA

Scheduled Weekly Hours:

40

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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