Workplace Experience Director

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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 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.

Workplace Experience Director

At JLL, our goal is to provide workplace experiences that will be long remembered by our clients. This leadership role provides the opportunity to combine your passion for service excellence, team development, and operational management to create hospitality-focused workplace environments. The role is client facing and requires exceptional leadership, customer service, presentation and communication skills across all levels of the business including the C-suite, VIPs, and client employees.

Job Summary

As our Workplace Experience Director, you will provide strategic leadership in executing transformative workplace experience initiatives that align with client's strategic workplace goals across your account portfolio. You ensure the delivery of unparalleled experiences to clients, employees, and visitors at every touchpoint across space, technology and services through comprehensive strategy development, operational excellence, and team leadership.

This global leadership role requires exceptional relationship-building skills and the ability to influence across multiple workstreams, transforming strategic vision into actionable delivery plans whilst building productive and thriving workplace cultures. You will manage complex stakeholder relationships and drive measurable business outcomes that support organisational transformation and cultural change initiatives through exceptional team leadership and development.

Personal Profile

I am a transformational leader who executes strategic workplace initiatives that drive organisational success whilst delivering exceptional experiences across complex, multi-site operations. I develop high-performing cultures and empower cross-functional teams to achieve outstanding results through comprehensive programme management and stakeholder engagement. I translate strategic vision into operational reality whilst creating environments where both people and businesses flourish. I excel at managing transformative workplace programmes and building thriving workplace communities, delivering measurable outcomes that support organisational growth and cultural change through innovative leadership and strategic execution.

Key Responsibilities:

Strategic Leadership and Programme Management:

- Collaborate with account leadership and client stakeholders to align on workplace transformation vision and execute strategic initiatives
- Support creation and rollout of comprehensive Workplace Strategy to deliver agreed scope and deliverables
- Develop comprehensive year-on-year roadmaps and actionable business plans for transformative workplace programmes
- Lead global programme implementation whilst enabling regional teams to deliver workplace transformation initiatives
- Develop robust success metrics and KPIs to measure performance, operational effectiveness, and ROI
- Leverage data insights to enhance workplace transformation strategy whilst continuously innovating to foster productivity, wellbeing, and organisational growth

Operations and Service Excellence:

- Act as SME for Experience Services, providing strategic oversight to elevate service standards across all workplace touchpoints
- Lead experience strategy for workplace design and refurbishment projects, ensuring spaces support transformation objectives
- Create comprehensive experience strategy and journey mapping aligned with transformational workplace objectives
- Develop strategic partnerships with key vendors, service providers, and consultants to support workplace transformation programmes
- Drive workplace technology strategy and innovation initiatives that enhance employee experience
- Lead change management initiatives for workplace transformation projects, ensuring successful adoption and cultural integration

Team Leadership and Stakeholder Management:

- Lead and provide strategic direction to workplace professionals across multiple sites
- Develop team capabilities and leadership pipelines that support workplace transformation objectives
- Manage senior stakeholder relationships and cross-functional teams through exceptional communication and influence
- Drive cultural transformation initiatives that align team performance with organisational values and strategic workplace objectives

Performance Management and Communications:

- Implement measurement tools to evaluate programme success and capture employee sentiment
- Monitor KPIs, analyse data, and create comprehensive reports on programme effectiveness and ROI
- Work with cross-functional workstreams to optimise real estate through experience-led space utilisation and portfolio decisions
- Contribute to experience-related communications and deliver strategic presentations to senior leadership
- Develop and monitor workplace budgets whilst managing expenses in accordance with financial guidelines
- Actively participate in the JLL Experience Leadership community and platform initiatives to drive continuous improvement

Experience and Skills:

- Bachelor's degree in hospitality, business, or related field preferred
- 10+ years senior leadership experience in workplace services, corporate hospitality, facility management, or related field with proven experience in strategic programme implementation
- Demonstrated experience in workplace transformation and organisational change management across complex, multi-site operations
- Exceptional stakeholder management and relationship-building skills at senior organisational levels
- Strong business acumen with budget management, financial analysis, and strategic planning capabilities
- Proven ability to influence and lead across diverse functional teams and complex matrix environments
- Experience in service design, journey mapping, or customer experience methodologies
- Track record of developing and implementing strategic initiatives that drive measurable business outcomes
- Excellent communication and presentation skills with ability to manage multiple priorities in fast-paced environments
- Strong analytical aptitude with ability to gather data, assess situations, and develop strategic solutions
- Highly collaborative with exceptional interpersonal and cultural adaptability skills
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access)
- Fluent in English (both written and verbal)
- Experience with change management and leadership development preferred
- Industry certifications in hospitality, facility management, or organisational development preferred

Location:

On-site –London, GBR

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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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at [email protected] . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.