Global Workplace Experience Lead

JLL•New York, NY

3d•$170,000 - $190,000•Onsite

About The Position

The Global Workplace Experience Lead sets the vision, standards, operating model, and programming strategy for the client’s workplace experience across global sites. The role is accountable for the quality, consistency, and continuous improvement of the employee experience. It leads regional Workplace Experience Managers and ensures the JLL Experience team supports the client’s culture, brand, business priorities, and evolving real estate footprint. The position partners across the client and JLL, including Real Estate, Facilities, Events, AV/IT, Security, Food & Beverage, Sourcing, Finance, and regional teams. It owns experience-related KPIs and reporting, budgets and forecasts, operating standards, training, vendor performance expectations, and change management for portfolio changes and new workplace programs. It is an on-site position in New York, NY. Candidates must be authorized to work in the United States without sponsorship; visa sponsorship is not provided.

Requirements

10+ years of experience in workplace experience, hospitality, employee engagement, facilities, or related workplace services, including 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 approach and 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.
Must be authorized to work in the United States without sponsorship; visa sponsorship is not provided.

Nice To Haves

Advanced degree or hospitality/workplace certification.

Responsibilities

Define and champion the global workplace experience strategy aligned with the client’s culture, values, business priorities, and real estate footprint.
Establish and maintain a global Workplace Experience operating model, including governance, roles and responsibilities, escalation pathways, service standards, playbooks, training, and performance expectations.
Lead, coach, manage the performance of, and develop regional Workplace Experience Managers.
Partner with the client’s Real Estate and Experience teams to align workplace programming and service delivery with business priorities and workforce needs.
Set global standards for community management, event programming, hospitality, employee-facing communications, and other workplace experience services while allowing appropriate regional and local adaptation.
Own experience-related KPIs and client reporting; define success criteria and value measurements and present performance data, trends, risks, and program updates to client and JLL leadership.
Drive continuous improvement using 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 spending with Finance and account leadership, identifying cost optimization opportunities while maintaining service quality.
Partner with Facilities, Events, AV/IT, Security, Food & Beverage, Sourcing, Finance, Real Estate, and other workplace partners to support integrated service delivery.
Establish 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, including 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 contingency and coverage plans for 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.