Workplace Experience Lead

About the Role

Reporting to the Account Director, the role supports a team that includes Community Managers, Workplace Experience Managers, Floor Ambassadors, and Reception staff. Responsibilities cover operational excellence, development of playbooks and programs to improve efficiency, quality, safety, and risk, as well as liaison with third‑party suppliers and oversight of experience‑focused services. The position also contributes to JLL’s digital roadmap and drives continuous improvement through business intelligence and best‑practice adoption. The incumbent works closely with account teams and clients to understand Human Experience goals, crafting strategies that boost employee engagement, productivity, and talent retention. They develop proposals, lead client workshops, act as a subject‑matter expert, and cultivate lasting relationships that promote confidence and innovation. Training programs are designed to embed a culture of hospitality, while data‑driven analysis ensures rapid solution development. • Lead operational excellence for assigned accounts, creating playbooks and programs to enhance efficiency, quality, safety, and risk. • Manage and support a team of Community Managers, Workplace Experience Managers, Floor Ambassadors, and Reception staff. • Liaise with third‑party suppliers and oversee implementation of experience‑focused services. • Establish performance metrics aligned with client goals and contribute to JLL’s digital roadmap. • Collaborate with clients to design Human Experience strategies that improve engagement, productivity, and talent retention. • Develop proposals, lead workshops, and serve as subject‑matter expert on hospitality best practices. • Create and deliver training programs that foster a culture of hospitality. • Analyze data and quickly devise solutions with strong analytical/financial aptitude.

Key Responsibilities

• ▸operational excellence
• ▸performance metrics
• ▸digital roadmap
• ▸data analysis
• ▸client workshops
• ▸training delivery

What You Bring

Key qualifications include a bachelor’s degree and 7–10 years of experience in hospitality, soft services, or operations, preferably within commercial real estate. Proven leadership, strong analytical and financial aptitude, excellent communication, and the ability to influence across a matrixed organization are essential. Proficiency in Microsoft Office, willingness to travel up to 30%, and a commitment to self‑direction and high energy are also required. • Required: Bachelor’s degree, 7–10 years in hospitality/soft services/operations, leadership experience, strong communication, MS Office proficiency, up to 30% travel.

Requirements

• ▸bachelor's
• ▸7-10 years
• ▸hospitality
• ▸leadership
• ▸ms office
• ▸communication

Benefits

JLL encourages applicants to apply even if they do not meet every requirement, leveraging AI to match candidates with opportunities while protecting personal data. The firm is an equal‑opportunity employer that provides reasonable accommodations for disabilities and offers a supportive, inclusive work environment.

Work Environment

Office Full-Time