Global Workplace Experience Lead

JLL•New York, NY

1d•Onsite

About The Position

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. JLL Experience Services team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams. Job Summary The Global Workplace Experience Lead sets the vision, standards, operating model, and programming strategy for our Client’s workplace experience across all global sites. This role is accountable for the quality, consistency, and continuous improvement of the employee experience, leading regional Workplace Experience Managers and ensuring the JLL Experience team delivers on our Clinet’s culture, brand, business priorities, and evolving real estate footprint.

Requirements

10+ years of experience in workplace experience, hospitality, employee engagement, facilities, or related workplace services, with at least 5 years in a global or multi-region leadership role.
Proven ability to lead distributed, multi-function teams across geographies and build consistent operating standards across diverse markets.
Strong background in experience design, programming, hospitality, culture activation, and employee engagement.
Demonstrated experience with budget ownership, forecasting, vendor management, and service performance management.
Experience leading organizational change, portfolio transitions, service-model changes, or major workplace program launches.
Strong executive presence and ability to represent JLL at the client leadership level, influence stakeholders, and communicate clearly across functions and levels.
Data-driven; experience using employee feedback, engagement metrics, operational KPIs, and program data to drive decisions and continuous improvement.
Strong change management, problem-solving, and cross-functional collaboration skills.
Proficient in Google and Microsoft Suite
Bachelor's degree or equivalent combination of education and relevant professional experience; advanced degree or hospitality/workplace certification a plus.

Responsibilities

Define and champion the global workplace experience strategy, aligned to Client’s culture, values, business priorities, and real estate footprint.
Establish and maintain a global operating model for Workplace Experience, including governance, roles and responsibilities, escalation pathways, service standards, playbooks, training, and performance expectations across regions.
Lead and develop regional Workplace Experience Managers, providing strategic direction, coaching, performance management, and leadership development.
Partner with Client’s Real Estate and Experience teams to align workplace programming and service delivery with business priorities and workforce needs.
Establish global standards for community management, event programming, hospitality, employee-facing communications, and other workplace experience services, while allowing for appropriate regional and local adaptation.
Own experience-related KPIs and client reporting; establish success criteria and value measurements for workplace programs and present performance data, trends, risks, and program updates to Client and JLL leadership.
Drive continuous improvement through employee feedback, CSAT and engagement data, program participation, utilization trends, market benchmarking, root-cause analysis, and corrective action planning.
Develop and manage workplace experience budgets, forecasts, and program spend in partnership with Finance and account leadership; identify opportunities for cost optimization while maintaining service quality.
Partner with Facilities, Events, AV/IT, Security, Food & Beverage, Sourcing, Finance, Real Estate, and other workplace partners to ensure seamless and integrated service delivery.
Partner with Facilities, Events, Sourcing, and regional teams to establish clear performance expectations for vendors and service partners supporting workplace experience programs.
Oversee onboarding of new sites into the Experience model, including staffing, training, operating standards, and programming activation.
Lead the workplace experience component of portfolio changes, office openings and closures, relocations, service-model changes, and new program launches, ensuring effective change management and employee communications.
Establish scalable training, onboarding, and development standards for Workplace Experience teams globally.
Serve as a senior escalation point for workplace experience concerns and lead cross-functional resolution of service gaps and recurring issues.
Ensure employee-facing programs and services have appropriate contingency and coverage plans during staffing gaps, operational disruptions, and major workplace changes.
Identify, evaluate, and pilot new workplace programs, technologies, hospitality concepts, and service improvements based on employee needs, utilization trends, and industry best practices.