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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.  

Key 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.

Qualifications:    

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.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.

Key Competencies:

·Hospitality mindset and service excellence·Strategic integrationExecutive presenceOperational rigor·Collaboration and influenceChange leadership

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

170,000.00 – 200,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

On-site –New York, NY

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

401(k) plan with matching company contributions

Comprehensive Medical, Dental & Vision Care

Paid parental leave at 100% of salary 

Paid Time Off and Company Holidays

Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Accepting applications on an ongoing basis until candidate identified.