Workplace Experience Director

Cushman Wakefield Multifamily; New York (NY); On-site; USD 127,000 - 150,000; Full time

Job summary

An established industry player is seeking a Workplace Experience Director to lead innovative programs that enhance employee engagement and satisfaction. This role involves collaborating with cross-functional teams to create a workplace experience that leverages technology and design. The ideal candidate will be a visionary leader, skilled in problem-solving and analysis, with a strong background in hospitality or real estate services. Join this dynamic team to make a significant impact on workplace culture and employee well-being, ensuring that everyone feels productive and valued in their work environment.

Benefits

Health Insurance

Vision Insurance

Dental Insurance

Flexible Spending Accounts

Retirement Plans

Qualifications

• 10+ years of experience in real estate services or hospitality.
• Proficient in Microsoft Office Suite and comfortable with technology.

Responsibilities

• Collaborate with teams to implement programs enhancing employee experiences.
• Design guidelines and best practices for service teams.

Skills

Microsoft Office Suite

Problem-solving

Analysis

Presentation Skills

Emotional Intelligence

Education

Four-year college/university degree

Tools

Laptops

Mobile Devices

Wireless Technologies

Job description

Job Title

Workplace Experience Director

Job Description Summary

The Experience Director will be a key member of the Cushman & Wakefield onsite account team for the client. This individual will be responsible for creating a workplace experience program that leverages technology, workplace design, amenities, and services to help drive employee engagement and retention for our client—ensuring people feel productive, healthy, and happy in the workplace.
The Experience Director will leverage employee data (both quantitative and qualitative) to build a program that takes the employee workplace experience to the next level, partnering with cross-functional teams to implement the strongest and most meaningful solutions across a portfolio of building sites. The ideal candidate will be forward-thinking, hospitality-focused, comfortable working with emerging technology, and able to support facilities management and operations professionals in a fast-paced environment.
We are looking for a visionary, highly collaborative leader who is comfortable navigating ambiguity to create a structured, programmatic approach to workplace experience initiatives.

Job Responsibilities

1. Work with cross-functional teams in Facilities Management, Design, Technology, Move Management, Strategy, and Communications to build and implement client-specific programs focused on delivering exceptional employee experiences.
2. Collaborate with teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs and share insights with leadership.
3. Spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure courteous and prompt assistance to employees and guests.
4. Design and help implement experience-related guidelines, best practices, and standards for employees and service teams.
5. Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
6. Develop tactical plans and programs for workplace amenities and services based on strategic plans and user data.
7. Assess space readiness, ensuring workspaces, conference rooms, and offices are employee-ready.
8. Proactively identify repairs, maintenance, or updates needed in the workplace.
9. Address employee complaints, questions, and suggestions, conducting follow-up as needed.
10. Provide 'White Glove' service to Executives and stakeholders, ensuring prompt follow-up on requests.
11. Articulate program goals and vision through storytelling, data, and business cases.
12. Build case studies to showcase ROI and impact.
13. Maintain a professional appearance and demeanor.
14. Create initiatives to foster connections among occupants.
15. Deliver results related to employee experience and customer satisfaction KPIs.
16. Support staffing demands for Workplace Experience as needed.

Key Competencies

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is required. Must be comfortable using laptops, mobile devices, and wireless technologies. Skills in problem-solving, analysis, and presentation to executive-level clients are essential. The candidate should be detail-oriented, confident, organized, and possess a 'can-do' attitude. Demonstrated integrity, accountability, emotional intelligence, and the ability to work under pressure are important. Ability to travel 10-20% within the U.S. and be onsite at the client HQ in New York City regularly are required.

Important Education

• Four-year college/university degree

Important Experience

• Minimum of 10 years of related experience in real estate services, hospitality, brand/product management, management consulting, or change management.

Cushman & Wakefield offers comprehensive benefits including health, vision, dental, flexible spending accounts, retirement plans, and more. The salary range for this position is $127,500 to $150,000. Cushman & Wakefield is an Equal Opportunity Employer. For accommodation requests under ADA, contact 1-888-365-5406.