Global Workplace Experience Lead

We have an exciting opportunity to work with one of the best Global IFM service providers on an exciting global account. We are looking for someone who has previous multi-country experience managing the workplace experience in a corporate office setting. You will be used to ensuring that a five-star customer experience is delivered.

Purpose of the Job

The Workplace Experience Lead owns the workplace experience strategy and standards across the global portfolio. The role translates objectives into a consistent, measurable and locally relevant experience that brings together workplace services, hospitality and food. This is a portfolio leadership and connector role rather than a single-site operational position. It sets the standard, enables regional and local teams, strengthens service consistency and uses insight to improve the experience for employees, visitors and customers across every location.

Main Requirements

• Lead the implementation of the client's workplace experience strategy and our approach across the global account.
• Act as the principal point of contact for workplace experience, partnering with workplace, real estate, people and service excellence stakeholders.
• Define clear, portfolio-wide experience standards covering the brilliant basics, hospitality, human connection, food experience and signature moments.
• Enable regional workplace champions, site teams, food service managers and chefs to deliver a consistent experience while reflecting local culture and requirements.
• Use customer insight, operational data and contractual measures to improve satisfaction, consistency, productivity and commercial performance.
• Champion sustainable and responsible workplace solutions, including food-waste reduction, carbon reduction and wellbeing-led initiatives.

Main Assignments

• Understand the client and shape the strategy.
• Partner with the global and regional workplace, real estate, people and service excellence leaders to understand business priorities, occupier needs and the outcomes that matter.
• Align the workplace programme with the wider strategy and translate agreed objectives into a clear workplace experience roadmap.
• Act as a trusted adviser and champion the partnership across the account.
• Bring the voice of the customer into account governance, service design and continuous improvement.
• Define and maintain the global workplace experience framework, playbooks, service standards, standard operating procedures and delivery model.
• Create a consistent portfolio experience while allowing appropriate adaptation for local culture, site profile and customer needs.
• Embed hospitality principles and relevant WELL Standard and wellbeing practices across the portfolio.
• Identify workplace best practice and innovation through our regional and global workplace experience networks.
• Drive delivery across the global portfolio.
• Lead the network of Regional Workplace Champions and establish an effective global workplace experience community.
• Build the capability of front-of-house teams and Regional Workplace Champions through training, coaching and practical tools.
• Set portfolio standards for site occupancy management.
• Establish and assure standards for meeting rooms and workstations.
• Promote activity-based working (ABW) where implemented.
• Support workplace refurbishments and service changes.
• Provide practical workplace experience leadership during mobilisation, transformation and change activity.

Lead Hospitality and Food Experience Enablement

• Ensure that food and hospitality services support the overall workplace experience proposition and the customer expectations.
• Partner with food service managers and chefs to improve service consistency, capability, customer engagement and the quality of the offer.
• Support the implementation of appropriate food concepts and account-wide initiatives.
• Promote food safety, health and safety, hygiene and purchasing compliance.
• Provide specialist input to culinary recruitment, development and talent activity where required.

Measure Performance and Continuous Improvement

• Establish meaningful workplace experience measures and track satisfaction, occupancy, space usage, service performance and contractual KPIs / SLAs.
• Use workplace analytics, regular engagement with business representatives and customer feedback to document business needs.
• Lead portfolio space planning.
• Ensure space-management systems are updated accurately and promptly.
• Provide clear monthly updates and insight for account governance.
• Identify opportunities to improve revenue, labour productivity, margin efficiency and value for the client.
• Undertake operational excellence reviews and drive consistent follow-through on recommendations.

Governance, Risk and Stakeholder Leadership

• Maintain strong relationships with key stakeholders, global functions, regional leadership and local delivery teams.
• Work within agreed budgets, commercial commitments, legislation, standards and client-specific requirements.
• Identify and manage workplace experience risks.
• Contribute to new business and wider Global Strategic Account workplace experience activity.

Accountabilities

• Every location delivers a recognisable, high-quality workplace experience aligned to client's objectives and the agreed global standard.
• Customer and occupier satisfaction improves, with greater consistency across regions and sites.
• Regional Workplace Champions and local delivery teams are connected, capable and clear about the standards expected of them.
• Workplace, hospitality and food initiatives are implemented successfully.
• Performance is evidenced through reliable insight, governance reporting and achievement against agreed KPIs / SLAs.
• The client views us as a strategic partner in creating productive, engaging and sustainable workplaces.

Person Specification

Essential

• Proven experience in workplace experience, hospitality, facilities management or a related service environment.
• Proven experience in stakeholder management.
• Ability to translate client goals into clear standards.
• Strong stakeholder management and influencing skills.
• Customer-led and people-first approach.
• Experience of change, performance improvement and implementation.
• Data and outcome orientation.
• Commercial awareness.
• Excellent communication, presentation, organisation and relationship-building skills.
• Fluent English and willingness to travel internationally as required.

Desirable

• Experience on a global enterprise account within integrated facilities management.
• Experience designing or implementing workplace experience playbooks, standards or SOPs.
• Knowledge of hospitality or food-service operations.
• Familiarity with the WELL Standard and workplace wellbeing.
• Experience of lean principles, operational excellence, service innovation or continuous improvement.

Competencies

• Client and customer focus.
• Strategic workplace leadership.
• Influence without authority.
• Innovation and change.
• Commercial and operational judgement.
• Collaboration and capability building.