UK Workplace Experience Lead

The UK Workplace Experience Lead is responsible for leading the Employee Experience program on a major global account. The objective is to ensure a high level of client and employee engagement and satisfaction.

The UK Workplace Experience Lead is responsible for developing and executing a holistic, industry-leading employee experience program. Success will be measured by subjective and objective (annual surveys) measures.

The work includes being a visionary and role model regarding employee experience. The position is expected to bring the best ideas from industry and JLL to the account. The position will lead a diverse global virtual team to implement standard concepts and programs across the account, and to document via best practices, program toolkits, etc.

Essential Functions

Leadership

• Ensure an industry leading workplace employee experience program is fully implemented on the account.


• Establish the vision and strategy of the workplace employee experience program and ensure exceptional delivery.


• Understand the client's key business drivers, and focus the workplace employee experience team to ensure those priorities are aligned with the JLL deliverables.


• Ensure the team is high performing and global delivery is driven by global platforms and best practices and consistency.


• Hire, attract and retain a team of top talent; improve team capability and performance through regular coaching and feedback; provide recognition.


Client/Stakeholder Management

• Manage relationships with key client stakeholders.


• Serves as single point of contact for the accounts global Employee Experience program.


• Shared accountability for the global Employee Experience program service delivery.


• Drive the productive use of technology and Business Intelligence decision-making and data analytics reporting to support the Employee Experience program.


Functional Responsibilities

• Bring strategic workplace employee experience concepts to life in tangible, effective programs that increase employee engagement.


• Responsible for direct management of a few workplace employee experience resources, and influence the whole account for employee experience.


• Actively manage the professional development of all direct reports.


• Responsible for the implementation of technology and BI systems to support workplace employee experience service delivery.


• Responsible for workplace employee experience communications, marketing, reporting and planning.


• Establish and manage global standard workplace employee experience operating procedures and processes for the account.


• Source, transfer and implement best practices to the account


Contract Management

• Ensure adherence to the contract.


• Be the workplace employee experience contract expert on the account, advise on any workplace employee experience contract opportunities.


Key Performance Measures

• Client satisfaction survey results.


• Compliance with contractual obligations.


• Continuous Improvement Programs & Initiatives.


• Delivery of regional consistency across all service lines.


• Performance to budget accuracy.


• Coach and develop account team members to achieve high standards.


• Deliver innovative value add solutions across the programs.


• Make high quality recommendations that have a positive impact on performance.
  
  You must be experienced in workplace employee experience, ideally within the Hospitality industry.


• You must have qualifications in Facilities Management / Hotel / Event Management.


• You must have experience leading complex account structures, running multiple teams across multiple locations and countries, in a regional or global capacity.


• You can demonstrate experience in handling Client and/or Firm sensitivities knowing when to escalate with urgency, or how to mitigate and de-escalate risks.


• You can demonstrate experience in balancing the interests of the Client with those of the Firm.


• You have experience in translating client goals and objectives into existing or new business growth.


Critical Competencies for Success

• Team leadership and participation in a matrix organizational environment.


• Cultural awareness across regions, and passion for DE&I.


• Technical Competence


• Understands how to build strong client relationships


• Understands customer satisfaction in service delivery environment


• Strong workplace employee experience competency and program management experience


• Quest for Excellence


• Account workplace employee experience delivery optimization and continuous improvement.


• Performance management of direct reports, and influence teams, using globally consistent platforms.


• Problem Solving & Strategic Thinking


• Capacity to deal with ambiguity and solve complex workplace employee experience problems effectively.


• Analytical, proven ability to solve problems using an objective approach.


• Proven ability to employ holistic approaches and looks at long term, global solutions.


• Program Management & Organizational Skills


• Excellent planning & organizational skills to prioritize work and meet tight deadlines


• Strong interpersonal skills with the ability to establish rapport and credibility with diverse groups.


• Embraces teamwork, values others, demonstrates empathy and maturity.


• Excellent communication skills both written and verbal, conveys information in a way that is professional, confident and easy for others to understand.


• Effective organisation and time management skills with the ability to multi-task and prioritise workload to achieve results.


• Approaches problems in a calm yet energetic manner, researches possible causes and identifies relevant solutions.


• Takes ownership and responsibility for workload and is comfortable making challenging decisions
  
  Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally., Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.