Regional Workspace Experience Lead

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What this job involves:

The role of Regional Workspace Experience Lead is to ensure that the global experience strategy is successfully delivered at a regional level. They will work with WE&O Managers, Experience Leads and Workspace Experience Ambassadors within region to ensure the success of the programme and the highest level of service is delivered to both visitors and colleagues. Reporting to the Regional Account Lead, this role will work closely with, and matrix to the Global Workspace Experience Lead. Direct reports of this role can include, sub-regional, site-based Experience Leads, or Workspace Ambassador roles, depending on portfolio size. This role will work to continuously ensure the organization is delivering operational excellence, while also identifying innovative and creative services and solutions to expand on client requirements, working closely with internal and external partners. This position will be responsible for influencing the overall strategy, priorities, and direction for operations within the area based on key client stakeholder input. The ideal candidate is comfortable with change, taking measured risk, and influencing decision-making.

What your day-to-day will look like:

Strategic Management

• Support on the creation and roll out of the Workspace Experience Strategy, taking ownership for your region on executing roadmaps to deliver the agreed experience scope and deliverables within the description of services.

• Support adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects.

• Use all data insights gathered to develop and enhance the Workspace Experience global strategy.

• Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements and stay ahead of the competition.

• Collaborate with regional leadership and client stakeholders to align on the workplace experience vision and desired outcomes.

• Analyse regional data to identify trends, best practices, and areas for improvement across markets.

• Support programme strategy, scope, goals, and deliverables that drive client’s objectives in collaboration with senior executives, team members, and field operations.

• Create and communicate client-facing presentations on findings, business impacts, and recommendations.

• Document and analyse information and processes to solve critical business issues.

• Conduct team meetings with regional team members and key stakeholders to discuss current objectives.

• Prepare agendas and implement relevant training sessions and presentations, as part of the global strategy, on topics relating to the workplace experience programme.

• Proactively communicate programme details across all levels of the organisation and across multiple departments in a clear and concise manner.

• Completes all daily, weekly, or monthly reporting in line with strategic objectives.

Transforming the Workspace Team of the future

• Develop regional Workspace & Guest Experience Team capabilities, to ensure there is a highly

proactive, responsive, dynamic, and agile team.

• Develop and implement strategies to align Workspace & Guest Experience capabilities across multiple

markets within the region.

• Support the use of technology and digital platforms to enable the Workspace and Guest Experience

team to be agile and present and deliver best-in-class service.

• Support a culture of continuous learning within the team, supporting their career development.

• Promote and share best practice across the team to align service standards.

Client/Stakeholder Management

• Develop meaningful stakeholder relationships in region to ensure we are aware of business needs, enabling agility with the changing requirements of the portfolio and site stakeholders.

• Work closely with Regional Account Leads and Workspace Experience and Operations Managers to ensure we deliver an aligned and seamlesss one team approach.

• Ensure all feedback insights are shared with the Global Workspace Experience Lead in a timely manner, allowing trend identification, root cause analysis as well as sharing our successes.

• Cultivate relationships with key regional or global stakeholders across various markets to ensure alignment with regional business needs and changing requirements.

• To maintain an effective business relationship with the client by understanding their needs and transferring these into the location, region

Leadership

• Support the Global Workspace Experience Lead with the deployment of initiatives, behaviour-based training, playbooks, and JD’s.

• Be present in regular calls with other regional peers to provide feedback and report back on strategy implementation.

• Actively encourage an environment that supports cross-functional teamwork, co-operation, performance excellence, and personal success.

• Create a culture of accountability and ownership where the team provides a personal service and follows up as necessary.

• Oversee and guide Workspace Experience Leads and Ambassadors across multiple markets, ensuring consistent service delivery and performance across the sub-region.

Required Skills and Experience:

• Excellent verbal and written communication skills as well as presentation skills.

• Able to adapt to a fast-paced working environment and versatile in meeting changing client needs, understand cultural nuances, and impact on experience in different markets.

• Strong analytical, organization, and administration skills including attention to detail.

• At least 5 years of leadership experience within a corporate, operation, or hospitality environment.

• Self-motivated service leader committed to driving service excellence.

• At least 5 years' experience in relationship building and stakeholder management at a senior level.

• Experienced in leading client services and maintaining standard operating procedures and other internal/external communication methods.

• Strong project management skills and experienced at managing change.

• Able to effectively collaborate with other teams and markets.

• Ability to demonstrate empathy and excellent customer service.

• Must be computer literate, including MS office and in interpreting data and analytics.

• Ability to manage conflict.

• Ability to take ownership, and lead by example, including willingness to perform hands-on tasks when

required.

• Should have an excellent and positive “can do attitude” and a great team player and leader.

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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