Workplace Experience Director

Job Title

Workplace Experience Director

Job Description Summary

The Experience Director will be a key member of the Cushman & Wakefield onsite account team for the client. This individual will be responsible for creating a workplace experience program that leverages technology, workplace design, amenities, and services to help drive employee engagement and retention for our client – ensuring people feel productive, healthy, and happy in a frictionless workplace.

The Experience Director will leverage employee data (both quantitative and qualitative) to build a program that takes the employee workplace experience to the next level, partnering with cross functional teams to implement the strongest and most meaningful solutions across a portfolio of building sites. The ideal candidate will be forward-thinking and hospitality-focused, have comfort working with emerging technology, and have the ability to support facilities management and operations professionals in a faced-paced environment.

We are looking for a visionary, highly collaborative leader who is comfortable navigating through ambiguity to create a structured, programmatic approach to workplace experience initiatives.

Job Description

Essential functions and responsibilities 

• Work with cross functional teams in Facilities Management, Design, Technology, Move Management, Strategy and Communications to build and implement Client-specific programs focused on delivering exceptional employee experiences in the workplace.    

• Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Provide analysis and share information with leadership and cross functional teams. 

• Spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required.  

• Design and help implement experience related guidelines, best practices, and standards for employees and cross-functional service teams.   

• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.  

• Develop short and long term tactical plans and programs for the innovation of workplace amenities and services based on strategic plans and user data. 

• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee-ready.  

• Proactively identify needed repairs, maintenance, or updates required in the workplace.  

• Ensure complaints, questions, concerns and suggestions from employees are addressed and conduct follow-up, if needed. 

• Provide “White Glove” service to Executives and key Stakeholders.  Ensure prompt and efficient follow up on any issues/ requests.  

• Articulate program goals and vision through storytelling, supporting data, and business cases.  

• Build case studies to showcase RIO and impact. 

• Project an approachable and professional image in personal appearance, manner, and demeanour. 

• Develop building initiatives designed to create connections between