Lead Workplace Experience Ambassador

JLL • Raleigh, NC

10d • Onsite

About The Position

The Lead Workplace Experience Ambassador delivers exceptional client and employee experiences through engagement, proactive communication, high-touch service, and workplace experience programming across a portfolio of client properties. The role implements JLL’s experience program across multiple client sites while working from a key client location, and builds strong partnerships among JLL, service partners, clients, employees, and guests. The position combines hospitality-focused service with workplace research, service design, continuous improvement, communications, and events. This is an onsite role at a client site in the Research Triangle Park area, with a regular schedule of 8 a.m. to 5 p.m. that may vary for event needs. The estimated base salary is $80,000–$95,000.

Requirements

• High school diploma or GED equivalent.
• At least 5 years of experience in hospitality, customer service, facilities management, or workplace services in corporate workplace services, commercial real estate, or property management environments.
• Proven ability to lead, motivate, and develop high-performing teams in fast-paced environments.
• Understanding of employee engagement principles and what motivates workplace participation.
• Excellent organizational and time-management abilities.
• Exceptional interpersonal and communication skills, including the ability to interact professionally with all organizational levels.
• Strong problem-solving abilities and sound judgment in handling complex situations and competing priorities.
• Proficiency with workplace management systems, Microsoft Office Suite, and visitor management platforms.
• Ability in social media marketing, content creation, and engagement strategies.
• Flexibility to work varying shifts, including occasional evenings or weekends based on client needs.
• Must be authorized to work in the United States without sponsorship; the position does not provide visa sponsorship.

Nice To Haves

• Bachelor's degree in hospitality management, business administration, or a related field.
• Demonstrated experience implementing workplace experience programs or service improvement initiatives.

Responsibilities

• Map employee journeys to identify pain points and opportunities for improvement.
• Observe workplace patterns, traffic flow, and service effectiveness; conduct research through shadowing, interviews, and surveys.
• Create user personas and translate research insights into actionable workplace recommendations.
• Conduct regular workplace audits, evaluate workspace functionality and amenities, walk floors daily, and identify improvements.
• Develop data-driven solutions with facility partners and monitor implementation.
• Drive continuous improvement through innovation, optimization, improvement plans, and sharing best practices across the JLL network.
• Lead HX Champions, facilitate design-thinking workshops, and develop programming that encourages community participation.
• Maintain a master calendar of workplace events, initiatives, and milestones; manage internal social platforms and digital channels.
• Create engaging communications and content aligned with brand guidelines, coordinating with stakeholders to maximize visibility and avoid conflicts.
• Organize and operationalize engagement events, including event design, vendor coordination, budgets, registration, and impact measurement.
• Serve as the primary contact for employee inquiries and workplace feedback, respond to requests within one day, and provide personal follow-up.
• Deliver services consistent with SLAs and professional standards; support data collection and reporting aligned with client goals.
• Analyze behavior patterns, collaborate across business lines, build relationships through visible engagement, and identify growth opportunities.
• Identify and appropriately escalate potential risks.

Benefits

• 401(k) plan with matching company contributions
• Comprehensive medical, dental, and vision care
• Paid parental leave at 100% of salary
• Paid time off and company holidays
• Early access to earned wages through Daily Pay
• Supportive culture and comprehensive benefits package prioritizing mental, physical, and emotional health

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED