Global Programme Experience Lead

Jones Lang LaSalle Incorporated; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

JLL is seeking a Global Head of Experience Programmes to own a global portfolio of workplace experience initiatives. You will design standards, enable regional teams, and drive adoption across 100+ client accounts in 80+ countries, leveraging AI and technology to scale impact.

Lead the lifecycle of programmes, define success metrics, and collaborate with Experience Leadership to optimize value and return on investment while shaping how workplace experience is delivered at scale.

Qualifications

• Extensive experience designing and governing global workplace programmes.
• Proven ability to drive adoption in a complex matrix organisation.
• Strong communication and executive-facing presentation skills.
• Experience building scalable enablement and training programmes.

Responsibilities

• Design global workplace experience programmes that work across sectors, regions and accounts.
• Define purpose, standards, and success metrics for each programme.
• Build assets like playbooks, toolkits, templates, training and delivery guidance.
• Own full lifecycle of programmes including refresh, iteration and retirement.

Skills

Global experience

AI/technology skills

Fluent English

Commercial acumen

Stakeholder engagement

Job description

JLL supports the Whole You, personally and professionally.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.Global Programme Experience LeadLocation: EMEAReporting into: Global Lead, Experience ServicesAt JLL, our goal is to provide workplace experiences that will be long remembered by our clients. The programmes behind those experiences need to be built once, built well, and deployed consistently across every region and account we serve. This role builds them. It combines programme design, commercial ownership and global enablement, and it suits someone who wants to shape how workplace experience is delivered at scale rather than deliver it account by account.What this job involves:As Global Head of Experience Programmes, you will own JLL's global portfolio of workplace experience programmes — designing them, setting the standards they are delivered to, equipping regional and account teams to deploy them, and driving their adoption across 100+ client accounts in 80+ countries, effectively identifying and utilising AI and technology.This is a build-and-scale role rather than an account delivery role. You will not run accounts. You will define what a programme is for, what good looks like, and how success is measured, then make it work everywhere. Your primary measure of success is adoption: how widely and how faithfully your programmes are deployed, and what they demonstrably produce for clients and for JLL.The role works largely through influence. You will own the programmes, but the people deploying them will not report to you. Candidates who find that challenge interesting rather than concerning tend to do well in it.Personal Profile:I build things that work in more than one place. I design programmes that hold up across sectors, cultures and account types, and I care as much about whether they get used as whether they are well designed. I work through other people's teams rather than my own, which means I earn adoption rather than mandate it. I am commercially minded: I know what a programme costs, what it is worth, and how to prove it. When something is not being taken up, I assume the design is the problem before I assume the region is. New technology and innovation excites me.What your day-to-day will look like:Programme Design and DevelopmentDesign global workplace experience programmes that work across sectors, regions and account types, from concept through to deployable productDefine the purpose, standard and success measures for each programme before it reaches an accountBuild the supporting assets: playbooks, toolkits, templates, training and delivery guidanceOwn the programme lifecycle — refresh, iterate and retire — so the portfolio stays current rather than accumulatingStandards and QualitySet the global standards to which experience programmes are delivered, including the minimum viable version for accounts of differing size and maturityEstablish how consistency is assessed, and work with regional leaders where delivery drifts from standardEnsure programmes adapt to local and cultural context without losing what makes them effectiveEnablement and AdoptionEquip regional and account teams to deploy programmes confidently through training, onboarding and ongoing supportDrive adoption across the global account portfolio — the primary measure of success in this roleWork through JLL's Experience Leadership community to build capability and surface what is working in the fieldDiagnose the causes of low adoption and address them through design, not through compliance pressureCommercial OwnershipOwn and be accountable for the commercial structure of the programme portfolio, including tiering, packaging and input to pricingSupport new business pursuits with programme content and subject matter expertise, and track conversion on pursuits supportedMake evidence-based investment decisions on which programmes to scale, fix or stopMeasurement and ReportingDefine the metrics that demonstrate what experience programmes deliver: adoption, employee sentiment, utilisation, retention and commercial contributionWork with data and analytics colleagues to build the measurement infrastructure, and use it to inform programme decisionsReport programme performance and return on investment to JLL leadership, and equip account teams to report to clientsManage programme budgets and expenditure in accordance with financial guidelinesExperience and Skills:15+ years in workplace services, facilities management, corporate hospitality or a related field, with significant experience operating globally or across multiple regionsTrack record of building something repeatable — a programme, product, service offering or methodology — and deploying it across multiple sites, markets or business unitsProven ability to drive adoption without direct authority in a complex matrix organisationStrong commercial acumen: how offerings are packaged and priced, and how programme decisions affect account economicsDemonstrable ability to define and report metrics that evidence business impact rather than activityOperational credibility with delivery teams — experience of doing the work, not only designing itExcellent communication and presentation skills, including with senior stakeholdersProven AI and technology skillsFluent in English (both written and verbal)Preferred:Product management, service design or journey mapping methodologyWorking fluency with data and analytics: able to interrogate dashboards, work with analytics teams and translate portfolio data into decisionsExperience building training or enablement programmes at scaleChange management experience at organisational scaleIndustry certifications in facility management, hospitality or organisational development#LI-JA1If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. 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.About JLL –We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.