Workplace Experience, Senior Director in London

Workplace Experience, Senior DirectorAt JLL, our goal is to provide workplace experiences that will be long remembered by our clients. This leadership role provides the opportunity to combine your passion for service excellence, team development, and operational management to create hospitality-focused workplace environments. The role is client facing and requires exceptional leadership, customer service, presentation and communication skills across all levels of the business including the C-suite, VIPs, and client employees.

Job SummaryAt JLL, our goal is to provide workplace experiences that will be long remembered by our clients. This leadership role provides the opportunity to combine your passion for service excellence, team development, and operational management to create hospitality-focused workplace environments. The role is client facing and requires exceptional leadership, customer service, presentation and communication skills across all levels of the business including the C-suite, VIPs, and client employees.

Overall RoleThe Experienced Mobilisation Project Lead is a strategic leadership position responsible for orchestrating complex workplace transformation initiatives from conception through post-implementation optimisation. This role requires a seasoned professional who can manage comprehensive mobilisation programmes spanning 18+ months, overseeing large-scale organisational relocations and transitions whilst ensuring seamless delivery of new workplace experiences that enhance employee satisfaction and operational efficiency.

Key Responsibilities

Lead end-to-end programme management of all workplace experience project tasks.

Develop and implement operational change management plans, creating frameworks for adopting new workplace systems and processes.

Design workplace standards in partnership with leadership to define service delivery models, performance standards, and training frameworks.

Design and oversee go-live building launch and transition strategies for pre-launch, day-one, and post-launch phases.

Provide digital experience optimisation guidance on the design and readiness of new workplace technology.

Create comprehensive experience documentation including standards, playbooks, and journey mapping for workplace procedures and ongoing management.

Develop and execute communications strategies to support employee transitions during workplace changes.

Provide move-in coordination support with detailed operational readiness plans covering pre-launch, day-one, and post-launch activities.

Coordinate employee orientation programmes, providing frameworks for team tour planning, troubleshooting guides, and feedback collection.

Manage feedback and insights through pre- and post-launch surveys to measure employee sentiment and guide workplace improvements.

Conduct mystery shopper audits to assess new workplace delivery and identify gaps post go-live.

Actively participate in the JLL Experience Leadership community and platform initiatives to drive continuous improvement.

Experience And Skills

10+ years senior leadership experience in workplace services, corporate hospitality, facility management, or related field with proven experience in strategic programme implementation

Project / programme management experience in workplace transformation or similar complex initiatives

Experience in service design, journey mapping, or customer experience methodologies

Proven track record in change management and stakeholder engagement

Experience in opening new buildings and transitioning operational services

Background in FM operations and facilities management processes

Strong communication and coordination skills across multiple stakeholder groups

Experience with workplace technology implementation and optimisation

Familiarity with hybrid/flexible working models and space utilisation metrics

Strong negotiation and conflict resolution skills

Cultural sensitivity for global workplace implementations

Adaptability to work in fast-paced, ambiguous environments

Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access)

Fluent in English (both written and verbal)

Seniority level

Director

Employment type

Full-time

Job function

General Business and Engineering

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