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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Location: London
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.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. 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.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
