Workplace Experience Lead

About The Role

As a Workplace Experience Lead supporting a key client account, you will serve as the primary steward of the on-site workplace experience, ensuring it consistently reflects both JLL's service excellence and the client's unique culture, values, and operational needs. You will directly manage a team of Workplace Ambassadors who deliver day-to-day hospitality, support, and engagement services across the client's workspace(s). This role requires a blend of client relationship acumen, team leadership, and hands-on experience design in a dynamic work environment.

Key Responsibilities

• Client Partnership: Act as the trusted point of contact for workplace experience matters, building strong relationships with client stakeholders (e.g., HR, Technology, Security, etc.) and aligning service delivery with their evolving business goals.
• Team Leadership: Recruit, train, coach, and manage a high-performing team of Workplace Ambassadors; set clear expectations, conduct performance reviews, and foster a service-oriented, inclusive team culture.
• Service Excellence: Oversee daily ambassador-led services—including events, office readiness, and employee assistance—ensuring seamless, branded experiences.
• Experience Design & Execution: Co-create and implement tailored workplace programs (e.g., office tours, wellness activations, recognition moments, engagement events, education) that enhance employee satisfaction and reinforce the client's employer brand.
• Operational Oversight: Monitor site operations for cleanliness, safety, functionality, and brand consistency; coordinate with vendors and internal JLL Workplace teams (engineering, delivery, property services) to resolve issues promptly.
• Feedback & Continuous Improvement: Gather insights through surveys, ambassador reports, and client check-ins; analyze trends and propose enhancements to elevate the experience.
• Compliance & Reporting: Ensure all activities meet contractual SLAs, health & safety regulations, and data privacy standards; deliver regular performance reports to client and JLL leadership.
• Budget & Resource Management: Manage labor scheduling, supplies, and minor program budgets within agreed parameters to optimize cost-efficiency without compromising quality.
  
  

Qualifications & Skills

• Diploma in Business, Hospitality, Communications, Human Resources, or a related field (or equivalent practical experience).
• 4+ years of experience in client-facing roles within workplace experience, corporate hospitality, facilities services, or customer success—preferably in a managed services or outsourced environment.
• Proven experience leading frontline teams (5+ members) with a focus on coaching, engagement, and performance accountability.
• Strong interpersonal and communication skills, with the ability to navigate diverse stakeholder groups and represent the client's brand authentically.
• Familiarity with workplace technologies (e.g., desk booking apps, visitor management systems, service request platforms).
• Organized, proactive, and adaptable—with the ability to manage multiple priorities in a fast-paced setting.
• Passion for creating human-centered experiences and fostering workplace community.
  
  

Why This Role Matters

You'll be the face and heartbeat of the workplace for our client's employees—turning physical space into meaningful experience through people, service, and thoughtful design. Your leadership will directly impact how thousands of employees feel about coming to work each day.