Workplace Experience Lead

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. JLL 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. Job Summary The Workplace Experience Lead is expected to provide superior client service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve their ambitions and aspirations. By creating an engaging and positive workplace experience, the Experience Services Director/Lead contributes to the overall success and perception of the client's organization. Job Responsibilities Collaborate with account leadership and client stakeholders across the organization to align on the workplace experience vision and desired outcomes. Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and the necessary steps to achieve them. Effectively execute and monitor the success of the business plan by collaborating with cross-functional teams, coordinating efforts, providing guidance, and facilitating communication among team members to ensure the smooth implementation of strategies. Monitor and measure the progress and impact of strategic initiatives, tracking key performance indicators (KPIs), and analyzing data to assess the effectiveness of the strategies. This includes making adjustments and recommendations based on the results to continuously improve. Manage and self‑perform as needed the Experience Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and making necessary adjustments to optimize operations. Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects. Acts as contact to MARS and JLL Global Safety resources to ensure compliance with all MARS policies and JLL policies (i.e. JCAP). Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements and stay ahead of the competition. Develop and monitor workplace budgets, ensuring cost-effective solutions and managing expenses in accordance with financial guidelines. Build and nurture positive relationships with team members, colleagues, and stakeholders. Foster open and transparent communication, actively listen to others' perspectives, and demonstrate empathy and respect in all interactions. Demonstrate effective leadership by setting the example through actions and behaviors. Show integrity, accountability, and professionalism while fostering a positive, inclusive, and ethical work environment. Lead, manage, and mentor direct reports, providing coaching, professional development opportunities, and day‑to‑day performance oversight. Develop and implement customer experience and upskilling training plans that enable exceptional service delivery across the account globally. Establish and maintain sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days. Set goals and expectations for direct reports using the performance review process and hold the team accountable for successful performance. Clearly communicate performance expectations, standards, and metrics to team members. Outline what success looks like and explain how their performance will be evaluated. Conduct regular one‑on‑one meetings with direct reports to provide feedback, address concerns, support career development, and ensure alignment with team and organizational objectives. Ensuring Exceptional Customer Service Seek feedback from clients, stakeholders, and end‑users to understand satisfaction levels and identify areas where service performance can be enhanced. Use the feedback to drive improvements. Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities. Proactively identify and escalated risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact on the Account KPIs). Encourage teamwork and collaboration within the team, promoting a culture of shared success and joint accountability. Facilitate opportunities for team members to work together, exchange knowledge, and support each other. Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the Experience Services platform level including new tools, process re‑engineering, and other innovations that provide service delivery improvements. Qualifications Bachelor’s Degree in any discipline (Hospitality Management, Business Administration, Facilities Management, Real Estate Management, Property Management, or Operations Management preferred). 10+ years of progressive experience in Hospitality, Soft Services, or Facility Management/Operations. Demonstrated experience managing and developing direct reports, with a proven ability to build high‑performing teams. Demonstrated experience working in premier, high‑touch, white‑glove Fortune 500 corporate environments. Proven leadership skills with the ability to lead and collaborate across cross‑functional teams, manage competing priorities, and deliver results in fast‑paced, heavily matrixed organizations. Established track record of initiative, integrity, and sound judgment. Strong analytical and financial acumen, including experience developing and managing corporate budgets and related processes. Ability to gather and analyze data, assess complex situations, and develop actionable solutions quickly. Highly collaborative with exceptional interpersonal skills and the ability to build relationships across diverse teams and organizational levels. Experience working effectively with cross‑functional stakeholders, colleagues, and clients at all levels. Excellent verbal and written communication skills with the ability to communicate clearly and professionally across audiences. Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access). Benefits 401(k) plan with matching company contributions Comprehensive Medical, Dental & Vision Care Paid parental leave at 100% of salary Paid Time Off and Company Holidays Early access to earned wages through Daily Pay This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. Estimated compensation for this position: 113,000.00 - 117,000.00 USD per year This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations. Location: On‑site - Chicago, IL Jones Lang LaSalle is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - please email us at View email address on click.appcast.io. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page. For candidates in the United States, a full copy of our Equal Employment Opportunity policy is available. Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment. Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest. Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job‑related convictions will be considered and will not automatically disqualify the candidate. Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Accepting applications on an ongoing basis until candidate identified. California Residents only: If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device. #J-18808-Ljbffr JLL