Lead Workplace Experience Ambassador

JLL; Morrisville (NC); On-site; USD 80,000 - 95,000; Full time

Job summary

JLL in RTP Morrisville, NC is seeking a Lead Workplace Experience Ambassador to elevate client experiences across a portfolio of properties. You will lead engagement, coordinate events, and partner with facility teams to deliver hospitality‑focused service onsite.

The role emphasizes journey mapping, site audits, and continuous improvement while managing communications, calendars, and workflows. Requires 5+ years in hospitality or workplace services and strong leadership.

Qualifications

• 5+ years of experience in hospitality, customer service, facilities management, or workplace services in corporate environments.
• Proven ability to lead, motivate, and develop high-performing teams in fast-paced settings.
• Understanding of employee engagement principles and what motivates workplace participation.
• Excellent organizational and time management abilities with strong interpersonal and communication skills.

Responsibilities

• Map employee journeys to identify pain points and improvement opportunities.
• Conduct regular workplace audits and evaluate workspace functionality and conditions.
• Develop data-driven improvement plans and lead HX Champions for adoption.
• Maintain master calendar of workplace events and coordinate with stakeholders.
• Organize and operate engagement events with stakeholders and manage logistics.

Skills

Hospitality

Customer service

Facilities management

Workplace services

Team leadership

Employee engagement

Communication skills

Education

High school diploma or GED

Job description

JLL - Lead Workplace Experience Ambassador (P3)

Location: RTP Client site in Morrisville, NC 27560 (Slater Road and NC-54)

Work Schedule: Onsite, 8am - 5pm, varies for event needs

Reports to: Global Workplace Experience & Food Lead

Estimated base salary for this position: $80,000 - $95,000

What this job involves:

JLL's 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. The Lead Experience Services Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Lead Experience Services Ambassador will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This role is responsible for the implementation of the experience program across multiple client sites and will be assigned to work from a key client location. This client-facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

What your day-to-day will look like:

• Journey Mapping & Observational Analysis
  • Map employee journeys to identify pain points and improvement opportunities
  • Observe workplace patterns including traffic flow and service effectiveness
  • Conduct research through shadowing, interviews, and surveys
  • Create user personas to inform service design
  • Translate insights into actionable workplace recommendations
• Site Audits and Solutions
  • Conduct regular workplace audits using standardized assessment tools
  • Evaluate workspace functionality, amenities, and environmental conditions
  • Walk floors daily to ensure spaces operate properly and identify improvements
  • Develop data-driven solutions based on findings and user feedback
  • Collaborate with facility partners to implement and monitor solutions
• Improvement Plans & Best Practices
  • Drive continuous improvement through innovation and optimization
  • Create improvement plans with clear objectives, timelines, and metrics
  • Lead HX Champions to build engagement and adoption
  • Research and share best practices across the JLL network
  • Facilitate design thinking workshops to generate creative solutions
  • Develop programming that maintains community participation
• Communication & Master Calendar
  • Maintain master calendar of workplace events, initiatives, and key milestones
  • Manage internal social platforms and digital channels
  • Create engaging content that drives participation and celebrates successes
  • Ensure communications align with brand guidelines
  • Coordinate with stakeholders to maximize visibility and avoid conflicts
• Engagement Events
  • Organize and operationalize engagement events with stakeholders
  • Design interactive experiences that strengthen culture and connections
  • Manage event logistics including vendors, budget, and registration
  • Measure success through attendance, feedback, and impact assessments
  • Continuously refine programming based on data
• Core Service Excellence
  • Serve as primary contact for employee inquiries and workplace feedback
  • Deliver services consistent with SLAs and professional standards
  • Support data collection and reporting aligned with client goals
  • Analyze behavior patterns to identify growth opportunities
  • Collaborate across business lines to deliver experience services
  • Build relationships with employees and guests through visible engagement
  • Respond to all requests within one day with personal follow-up
  • Identify and elevate potential risks appropriately

Required qualifications:

• High school diploma or GED equivalent
• 5+ years of experience in hospitality, customer service, facilities management, or workplace services in corporate workplace services, commercial real estate, or property management environments
• Proven ability to lead, motivate, and develop high-performing teams in fast-paced environments
• Understanding of employee engagement principles and what motivates workplace participation
• Excellent organizational and time management abilitiesExceptional interpersonal and communication skills with the ability to interact professiona