Lead Workplace Experience Ambassador

JLL; San Jose (CA); On-site; USD 96,000 - 117,000; Full time

Job summary

JLL is seeking a Lead Workplace Experience Ambassador to deliver an elevated client experience across a portfolio of properties. You will drive engagement, coordinate with partners, and implement the experience program at client sites.

Ideal candidates have strong hospitality and communication skills, proven team leadership, and the ability to manage events, calendars, and data-driven improvements within a fast-paced environment.

Qualifications

• 5+ years in hospitality, customer service or facilities in corporate settings.
• Proven ability to lead and develop teams in fast-paced environments.
• Understanding of employee engagement and workplace participation.
• Excellent organizational and time management abilities.
• Strong interpersonal and communication skills at all organizational levels.
• Proficiency with MS Office and visitor management platforms.

Responsibilities

• Deliver exceptional client experience across a portfolio of properties.
• Increase engagement and partnerships with clients and service partners.
• Implement experience program across client sites.
• Manage events, calendars, and communications channels.
• Lead HX Champions to drive adoption and improvements.
• Provide data-driven insights and reporting to clients.

Skills

Hospitality expertise

Customer service

Team leadership

Employee engagement

Project management

Communication

Organization

Problem solving

MS Office

Visitor management

Education

High school diploma or GED

Bachelor's degree in hospitality or related field

Tools

Visitor management platforms

Workplace management systems

Job description

JLL - Lead Workplace Experience Ambassador (P3)

Location: Flexible, ideally San Jose OR Raleigh

Reports to: Global Workplace Experience & Food Lead

Estimated base salary for this position in San Jose: $95,600 - $117,100 & $73,500 - 90,100 in Raleigh

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 abilities
• Exceptional interpersonal and communication skills with the ability to interact professionally with all organizational levels
• Strong problem-solving abilities and sound judgment in handling complex situations and competing priorities
• Proficiency with workplace management systems, Microsoft Office Suite, and visitor management platforms
• Adept in social media marketing, content creation, and engagement strategies
• Flexibility to work varying shifts including occasional evenings or weekends based on client needs

Preferred qualifications

• Bachelor's degree in hospitality management, business administration, or related field
• Demonstrated experience implementing workplace experience programs or service improvement initiatives