Senior Director, Consulting

JLL•Madison, WI

2d•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. Workplace Experience Strategy & Delivery Lead About JLL JLL (NYSE: JLL) is a leading professional services firm driven by our purpose to shape the future of real estate for a better world. We deliver innovative solutions that help our clients, people, and communities thrive through a more humancentric, resilient, and responsible approach to work environments. Position Overview: Commercial real estate is evolving rapidly and we're at the forefront of that change. One of JLL’s premier Financial Services clients is seeking a Workplace Experience Strategy & Delivery Lead within the Workplace Strategy & Experience team, part of the Workplace Design & Experience function in Corporate Properties Group. This role is responsible for defining, enabling, and governing a hospitality-inspired workplace experience that is consistently delivered across the global portfolio. Join us in leading this transformation. This role acts as a strategic integrator and delivery leader, partnering closely with Amenities Strategy, Workplace Experience Strategy, Workplace Data Strategy, Employee Sentiment and Workplace Strategy partners, and an Activations Lead to translate experience vision into clear standards, service models, and operating procedures. The focus of this role is to ensure the workplace experience reflects service excellence, consistency, and intentional design, while remaining flexible enough to support diverse business needs, site types, and global contexts.

Requirements

Bachelor’s degree in workplace strategy, hospitality management, design, business, organizational development, or related field; MBA or advanced degree preferred.
8+ years of experience in workplace experience, hospitality, service design, operations, or business execution.
Experience translating strategy into service standards and operating models.
Experience working in matrixed organizations.

Nice To Haves

Experience leading hospitality-inspired workplace or service models preferred.
Experience partnering with amenities, activations, data, and sentiment teams preferred.
Background in corporate real estate, facilities, or corporate services preferred.
Hospitality mindset and service excellence
Strategic integration Executive presence Operational rigor
Collaboration and influence Change leadership

Responsibilities

Workplace Experience Strategy & Hospitality Framework Partner with Workplace Experience Strategists to translate experience vision into a hospitality-driven service model, including defined moments that matter across the employee journey.
Establish and maintain hospitality principles and service standards that guide on-site interactions, amenities delivery, and workplace engagement.
Ensure experience strategy is integrated into workplace planning, design, and change initiatives from concept through operation.
Experience Standards, Tiering & Governance Define and manage workplace experience tiers to enable a differentiated yet consistent experience across site types and geographies.
Establish and maintain global workplace experience and service standards across amenities, shared spaces, on-site services, and experience touchpoints.
Lead experience governance, including portfolio reviews, site assessments, and exception management.
Experience Delivery & Ambassador Enablement Define the workplace ambassador experience and service model, grounded in hospitality and service excellence.
Develop training, onboarding, and enablement frameworks for ambassadors and on-site teams.
Ensure consistent service-oriented experience delivery across locations.
Amenities & Vendor Experience Oversight Partner with Amenities Strategy to align services and vendor scopes to experience tiers.
Define experience-based vendor performance expectations.
Drive continuous improvement through service quality reviews.
Employee Activations & Programming (in Partnership) Partner with the Workplace Activations Lead to establish experience and hospitality standards for activations and events.
Ensure activations reinforce workplace experience strategy and cultural goals.
Measurement, Sentiment & Continuous Improvement Partner with Workplace Data Strategy to define experience success metrics and feedback loops.
Use employee sentiment insights to refine standards and service delivery.
Stakeholder Engagement & Leadership Coordinate across Workplace Strategy & Experience, Design, Operations, HR, Technology, and Brand partners.
Provide oversight to external workplace experience consultants.
Global Portfolio Oversight Periodic travel may be required to support global portfolio oversight.