Senior Workplace Experience Lead

JLL; San Jose (CA); On-site; USD 74,000 - 117,000; Full time

Benefits offered by this job

401(k) plan with matching

Medical, Dental & Vision Coverage

Paid parental leave

Paid Time Off

Daily Pay

Job summary

JLL is seeking a Lead Workplace Experience Ambassador to drive premier client experiences across a select portfolio. You will map journeys, audit spaces, and design improvements while collaborating with partners to elevate service delivery.

Based in San Jose or Raleigh, you will lead a team, manage events, and ensure timely communication. The role emphasizes hospitality, engagement strategies, and continuous program enhancement within a dynamic real estate environment.

Qualifications

• High school diploma or GED required.
• 5+ years in hospitality, customer service, facilities management, or workplace services in corporate settings.
• Proven ability to lead, motivate, and develop high-performing teams.
• Understanding of employee engagement and workplace participation.
• Excellent organizational and time management abilities.
• Exceptional interpersonal and communication skills with all levels.
• Strong problem-solving abilities and sound judgment.
• Proficiency with workplace management systems, MS Office, and visitor management platforms.
• Adept in social media marketing, content creation, and engagement strategies.
• Flexibility for varying shifts including evenings or weekends.

Responsibilities

• Map employee journeys to identify pain points and improvement opportunities.
• Observe workplace patterns and service effectiveness.
• Conduct research via shadowing, interviews and surveys.
• Create user personas to inform service design.
• Translate insights into actionable workplace recommendations.
• Conduct regular workplace audits using standardized tools.
• Evaluate workspace functionality and amenities.
• Walk floors daily to ensure spaces operate properly.
• Develop data-driven solutions and monitor outcomes.
• Collaborate with facility partners to implement improvements.
• Lead improvement plans with clear objectives, timelines and metrics.
• Coordinate HX events and master calendar to maximize participation.
• Deliver exceptional client experiences and maintain SLA-aligned service.
• Support data collection and reporting aligned with client goals.
• Build relationships with employees and guests through visible engagement.
• Respond to requests within one day with personal follow-up.

Skills

Interpersonal skills

Communication

Organization

Time management

Problem solving

Team leadership

Customer service

Flexibility

Education

High school diploma or GED

Bachelor’s degree in hospitality management or related field

Tools

Microsoft Office Suite

Visitor management platforms

Workplace management systems

Social media marketing

Content creation

Engagement strategies

Job description

JLL is seeking a Lead Workplace Experience Ambassador to drive premier client experiences across a select portfolio. You will map journeys, audit spaces, and design improvements while collaborating with partners to elevate service delivery.

Based in San Jose or Raleigh, you will lead a team, manage events, and ensure timely communication. The role emphasizes hospitality, engagement strategies, and continuous program enhancement within a dynamic real estate environment.