Workplace Experience Site Lead

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

This Workplace Experience Site Lead is responsible for driving a proactive workplace experience vision and championing hospitality standards across the assigned site. This role serves as the strategic leader for on-site experience-related programs and services, focusing on delivering exceptional, human-centric experiences that delight employees and guests while consistently achieving agreed upon outcomes. This on-site role elevates beyond operational management to encompass strategic leadership, team development, stakeholder engagement, communications and change enablement, technology integration, and governance oversight, while maintaining safe working practices throughout all service delivery.

The role acts as a key partner to site leadership and onsite teams, driving consistent implementation of experience programs and fostering a culture of continuous improvement and innovation. A critical aspect of this role is leading the team through transformation, introducing proactive service models, and establishing clear governance frameworks. This role requires demonstrating JLL's leadership behaviors by inspiring teams and clients, working collaboratively across the enterprise, simplifying complex service delivery challenges, making intentional data-driven decisions, and staying future-ready through continuous innovation and transformation.

Job Responsibilities

Leadership & Operations

• Build and deliver an evolving workplace experience strategy, translating client priorities into an executable roadmap that transforms the experience for our client’s employees and guests

• Lead cultural transformation from reactive to proactive service delivery models, establishing standard work, service recovery practices and performance accountability

• Identify value-add opportunities for Experience Services enhancement using data, voice-of-customer insights, and operational performance trends

• Serve as primary point of contact for site leadership on experience strategy and initiatives, delivering regular performance updates and action plans

Customer Experience & Engagement

• Design customer journeys that optimize employee and guest interactions with defined success measures

• Collect, analyze, and act upon user feedback to drive continuous improvement, measure impact and close the loop with stakeholders

• Ensure the team provides exceptional, proactive customer service at all touchpoints that build community and elevate the experience, while meeting expected service levels and quality standards

Change & Stakeholder Management

• Improve stakeholder communication processes for information flow across all organizational levels, using clear governance and decision-making processes • Create proactive communication plans for workplace programs and events, including success metrics and feedback mechanisms

• Equip teams with the knowledge, tools, and resources to lead and manage change effectively

• Build cross-functional relationships with Security, IT, Facilities, and service partners • Provide clear touchpoints and coordination across the workplace ecosystem, ensuring desired outcomes are met

Team Management & Development

• Manage and develop onsite Experience Services team performance and professional growth

• Build high-performing, agile teams capable of delivering elevated employee experiences

• Develop succession plans and talent pipelines for key team positions to ensure service continuity

• Foster teamwork, collaboration, and performance excellence recognizing results and addressing performance gaps with timely action plans

Governance, Vendor & Program Management

• Maintain and continuously refine operational playbooks, standard operating procedures, and best practices while ensuring data integrity across all experience-related systems

• Govern food service, mail/print, and am