Regional Workplace Experience Lead

Role Overview

Regional Workplace Experience Lead at JLL, based in Dubai, UAE. The role ensures that the global experience strategy is successfully delivered at a regional level, working with WE&O Managers, Experience Leads and Workspace Experience Ambassadors to deliver the highest level of service to visitors and colleagues.

Company Overview

JLL is a leading global provider of real estate and investment management services. The company combines world-class services, advisory and technology for clients, and is committed to hiring talented people and empowering them to build meaningful careers.

Role Purpose

To ensure successful regional delivery of the global Workspace Experience strategy while driving operational excellence, identifying innovative solutions, and influencing the overall strategy and priorities for operations within the area based on key client stakeholder input.

Key Responsibilities

Strategic Management

• Support creation and roll-out of the Workspace Experience Strategy, taking ownership for executing regional roadmaps to deliver agreed experience scope and deliverables.
• Support adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects.
• Develop and enhance the Workspace Experience global strategy using all data insights gathered.
• Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements.
• 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 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 on workplace experience programme topics as part of the global strategy.
• Proactively communicate programme details across all levels of the organisation and across multiple departments.
• Complete all daily, weekly, and monthly reporting in line with strategic objectives.

Team Development and Transformation

• Develop regional Workspace & Guest Experience Team capabilities to ensure 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 and Stakeholder Management

• Develop meaningful stakeholder relationships in region to ensure awareness of business needs and enable agility with changing requirements of the portfolio and site stakeholders.
• Work closely with Regional Account Leads and Workspace Experience and Operations Managers to ensure delivery of an aligned and seamless 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, and sharing of successes.
• Cultivate relationships with key regional or global stakeholders across various markets to ensure alignment with regional business needs and changing requirements.
• Maintain an effective business relationship with the client by understanding their needs and transferring these into the location and region.

Leadership

• Support the Global Workspace Experience Lead with deployment of initiatives, behaviour-based training, playbooks, and job descriptions.
• 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, cooperation, performance excellence, and personal success.
• Create a culture of accountability and ownership where the team provides 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.

Qualifications & Experience

• At least 5 years of leadership experience within a corporate, operations, or hospitality environment.
• 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 and external communication methods.
• Strong project management skills and experienced at managing change.

Skills & Competencies

• Excellent verbal and written communication skills and presentation skills.
• Strong analytical, organisational, and administrative skills including attention to detail.
• Self-motivated service leader committed to driving service excellence.
• Able to adapt to a fast-paced working environment and versatile in meeting changing client needs.
• Understand cultural nuances and their impact on experience in different markets.
• Able to effectively collaborate with other teams and markets.
• Ability to demonstrate empathy and excellent customer service.
• Computer literate, including MS Office and 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.
• Excellent and positive "can do attitude" and a great team player and leader.

Additional Information

• Position is on-site in Dubai, UAE.
• Reports to the Regional Account Lead and will matrix to the Global Workspace Experience Lead.
• Direct reports can include sub-regional, site-based Experience Leads, or Workspace Ambassador roles, depending on portfolio size.