Workplace Experience Lead

Jones Lang LaSalle (JLL); Chennai; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Jones Lang LaSalle (JLL) in Chennai, India is seeking a Workplace Experience Lead to champion an exceptional employee and visitor experience at our client site. You will lead a team of Workplace Ambassadors and align services, hospitality, and engagement programs with client culture and business objectives.

As a senior hospitality and facilities leader, you will shape everyday workplace experiences, drive engagement, and ensure safe, welcoming environments.

Qualifications

• Bachelor's degree in Hotel Management / Hospitality Management, Business Administration, Facilities Management, or related discipline.
• 8+ years of experience in Workplace Experience, Hospitality, Corporate Services, Facilities Management, Employee Experience, or Customer Success.
• Minimum 2 years of people management experience leading frontline or customer-facing teams.
• Experience working in corporate environments, managed services, or outsourced client accounts.

Responsibilities

• Act as the primary point of contact for workplace experience services.
• Understand client objectives and translate them into workplace experience initiatives and service improvements.
• Conduct regular business reviews and provide recommendations to enhance employee satisfaction.
• Lead, coach, and manage a team of Workplace Ambassadors across assigned locations.
• Drive a culture of hospitality, accountability, inclusion, and service excellence.
• Conduct performance reviews, mentoring, training, and succession planning.

Skills

Stakeholder mgmt

Communication

Leadership

Customer centric

Multitasking

Problem solving

Attention to detail

MS Office

Education

Bachelor's degree in Hotel Management / Hospitality Management, Business Administration, Facilities Management, or related discipline

Tools

ServiceNow

Visitor management systems

Desk booking platforms

Space management tools

Job description

Job Summary

The Workplace Experience Lead serves as the face of the workplace and is responsible for delivering an exceptional employee and visitor experience at our client location.

This role leads a team of Workplace Ambassadors, ensuring that workplace services, hospitality programs, employee engagement initiatives, and day-to-day operations align with the client's culture, business objectives, and JLL's service excellence standards.

The ideal candidate combines hospitality, facilities management, people leadership, stakeholder management, and workplace strategy expertise to create engaging, productive, and human-centered work environments.

Why this role matters: As the Workplace Experience Lead, you will shape how employees experience the workplace every day. Your leadership will transform office spaces into vibrant, engaging, and productive environments that foster collaboration, strengthen culture, and enhance employee wellbeing. Through exceptional service and thoughtful workplace design, you will play a critical role in supporting both client success and JLL's commitment to excellence.

Location: Chennai, TN

Scheduled Weekly Hours: 48

Responsibilities

• Act as the primary point of contact for workplace experience services.
• Understand client objectives and translate them into workplace experience initiatives and service improvements.
• Conduct regular business reviews and provide recommendations to enhance employee satisfaction.

Team Leadership Development

• Lead, coach, and manage a team of Workplace Ambassadors across assigned locations.
• Drive a culture of hospitality, accountability, inclusion, and service excellence.
• Conduct performance reviews, mentoring, training, and succession planning.
• Ensure team readiness and adherence to service standards, policies, and procedures.

Workplace Experience Engagement

• Design and execute workplace programs that improve employee engagement and office utilization.
• Manage employee-facing initiatives including: New hire onboarding experiences Office tours and orientation programs Wellness and wellbeing events Recognition and appreciation programs Learning and community engagement activities Cultural and festive celebrations
• Deliver memorable experiences that strengthen the client's employer brand.

Operational Excellence

• Oversee daily workplace operations to ensure a safe, functional, and welcoming environment.
• Monitor office readiness, housekeeping, front-of-house services, meeting room management, and visitor experience.
• Partner with Engineering, Facilities, Security, and Vendor teams to resolve operational issues promptly.
• Ensure compliance with workplace standards, branding guidelines, and service level agreements (SLAs).

Service Analytics Continuous Improvement

• Capture employee feedback through surveys, direct interactions, and workplace insights.
• Analyze trends and identify opportunities to improve workplace programs and service delivery.
• Prepare performance dashboards and present recommendations to stakeholders.
• Implement best practices that drive employee satisfaction and operational efficiency.

Compliance Governance

• Ensure compliance with health, safety, environmental, and data privacy requirements.
• Support audits, risk assessments, and workplace inspections.
• Maintain documentation, SOPs, and operational records in accordance with company standards.

Budget Resource Management

• Manage workplace experience budgets, event spend, consumables, and vendor services.
• Track expenses and identify cost‑saving opportunities without compromising service quality.
• Optimize manpower planning and resource allocation across sites.

Required Qualifications

• Bachelors Degree in Hotel Management / Hospitality Management, Business Administration, Facilities Management, or related discipline.
• 8+ years of experience in Workplace Experience, Hospitality, Corporate Services, Facilities Management, Employee Experience, or Customer Success.
• Minimum 2 years of people management experience leading frontline or customer‑facing teams.
• Experience working in corporate environments, managed services, or outsourced client accounts.
• Strong understanding of workplace operations, hospitality standards, and employee engagement practices.

Desired Skills Competencies

• Exceptional stakeholder management and relationship‑building skills.
• Strong verbal and written communication skills.
• Proven leadership and team development capabilities.
• Customer‑centric mindset with a passion for service excellence.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong problem‑solving and decision‑making skills.
• High attention to detail and execution excellence.
• Proficiency in Microsoft Office Suite and workplace technology platforms.
• Familiarity with: Visitor Management Systems Desk Booking Platforms Space Management Tools Service Request Platforms (e.g., ServiceNow)

Key Performance Indicators (KPIs)

• Employee Satisfaction Scores
• Client Satisfaction Ratings
• Workplace Service SLA Achievement
• Event Execution Engagement Metrics
• Issue Resolution Time
• Team Performance Retention
• Compliance Audit Scores
• Budget Adherence

Location

Chennai, TN