Workplace Experience Director

Job Title

Workplace Experience Director

Job Description Summary

- Must be on-site 5 days a week -

The Global Experience Program Lead is a key leader on the Cushman & Wakefield onsite account team, responsible for shaping and delivering a best‑in‑class Workplace Experience program for our client. This role blends strategic vision with operational excellence - leveraging global best practices and tailoring them to the client’s culture, goals, and employee engagement priorities.

The Global Experience Program Lead role will be twofold – to establish the overarching Workplace Experience framework and to ensure consistent, high‑quality delivery across multiple countries and locations. This leader will partner closely with cross‑functional teams, including Facilities Management, Workplace Strategy, Janitorial, and Design, while receiving full support from Cushman & Wakefield’s corporate Workplace Experience leadership.

We are seeking a collaborative, future‑focused leader with strong hospitality acumen, exceptional communication skills, and the ability to thrive in a complex, matrixed environment. This role requires someone who can bring structure to ambiguity and build a cohesive, programmatic approach to experience delivery.

Job Description

· Provide leadership and oversight for the Workplace Experience team, including day-to-day people management for Experience Leaders across the global portfolio. Serve as an escalation point and ensure delivery expectations are met.

· Partner with cross-functional teams (Facilities Management, Janitorial, Design, Space & Occupancy Planning, Workplace Strategy, Communications) to design and implement client-specific initiatives that elevate the employee workplace experience.

· Oversee hospitality training programs to ensure service teams greet employees and visitors with professionalism, courtesy, and a “bias to action.”

· Develop and implement Workplace Experience guidelines, standards, and best practices to create a seamless, frictionless, people-ready workplace.

· Continuously assess service delivery, identifying innovative solutions to enhance efficiency and improve the employee experience.

· Collaborate to gather and analyze Voice of the Customer data (quantitative and qualitative) and share insights with leadership and partner teams.

· Build and execute short‑ and long‑term operational plans that drive continuous improvement and measurable outcomes.

· Provide “white glove” service to executives and key stakeholders, ensuring prompt resolution of requests or issues. Be available to fill service gaps where needed.

· Communicate program goals, vision, and impact through compelling storytelling, data, and business cases.

· Create a repository of high touch, building-level initiatives designed to foster community and meaningful connections among occupants.

· Achieve and report on all Workplace Experience and customer satisfaction KPIs.

Key Competencies

· Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

· Experience and knowledge of hotel, retail, or office operations

· Exceptional communication skills, including comfort engaging with executive-level clients

· High emotional intelligence, empathy, and relationship-building capability

· Detail orientation; proactive and self-directed

· Ability to act with limited information while maintaining a positive, “can‑do” mindset

· Integrity, accountability, and strong business acumen

· Professional and approachable presence in appearance and demeanor

Required Education

· Bachelor’s degree from a four-year college or university

Required Experience

· 10+ years of experience in real estate services, hospitality, retail, or change management

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 170,000.00 - $200,000.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”