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Workplace Experience Lead – CRE
JLL UK Flagship Headquarters & London Corporate Offices
Role Purpose
We are seeking an experienced Workplace Experience Lead to oversee the delivery of exceptional facilities and workplace experience services across JLL’s flagship UK headquarters at 1 Broadgate, as well as supporting JLL Water Street, and a third location in the West End.
This role requires a leader with strong operational expertise, outstanding attention to detail, and the ability to create a world‑class workplace experience reflecting JLL’s position as a global real estate leader.
The Workplace Experience Lead will ensure seamless daily operations, premium service delivery, strong vendor performance, and alignment with JLL’s sustainability and employee‑experience objectives. This leader must excel in stakeholder management, operational oversight, and the creation of engaging, safe, and productive work environments.
What This Job Involes
Workplace Experience Leadership
Responsible for employee and client experience in JLL’s workplaces in London (in partnership with IT and other related functions) and embed the principle of JLL’s workplaces being a showcase for JLL’s own best practice in work experience
Manage and deliver related services within the remit of the function to contribute to wellbeing, brand, productivity & collaboration.
Act as a champion for JLL’s workplace standards, culture, and values and lead by example ensuring a sense of pride and ownership throughout the CRE team in London
Operations Management
Lead day‑to‑day facilities and workplace experience operations across 1Broadgate, 20 Water Street and a West End corporate office.
Work closely with the Engineering Lead, Soft Services Lead, and other functional partners to ensure coordinated service delivery.
Implement workplace and facilities strategies that support business continuity, employee productivity, visitor experience, and sustainability goals.
Optimise operational costs while maintaining exceptional service standards.
Team Leadership & Development
Manage and mentor teams responsible for security, cleaning, catering, reception, hospitality, and workplace support services.
Foster a culture of continuous improvement and service excellence.
Ensure team capability, staffing, and training align with operational needs.
Building Systems & Maintenance (in partnership with Engineering)
Collaborate with the Engineering Lead, who retains primary responsibility for hard services and building systems under the EMEA Hard Services structure.
Support engineering and compliance functions by ensuring workplace operations interface effectively with HVAC, electrical, fire safety, security, and smart building technology systems.
Support the Compliance Lead in demonstrating adherence to regulatory and safety standards.
Vendor & Contract Management
Oversee relationships with soft‑services vendors and suppliers, ensuring an aligned culture and values with a one team approach to workplace experience.
Manage key supplier partnerships, including catering partners (noting catering may sit under either UK Hospitality or Workplace Experience) and that related delivery meets SLA and KPI expectations
Drive continuous improvement, cost performance, and service quality across contracts.
Budget & Financial Management
Manage budgets related to workplace experience and soft FM services.
Track expenditure, identify efficiencies, support forecasting, and ensure value for money.
Produce clear financial reporting aligned with business requirements.
Health, Safety & Compliance
Ensure compliance with H&S legislation, building regulations, and environmental standards across London corporate offices.
Support risk assessments, emergency procedures, incident response, and safety culture development.
Every day is different, and in all these activities, we’d encourage you to show your ingenuity.
Sounds like you? To apply you need to be / have:
Proven experience in hospitality and facilities management, with at least five years in a management role.
Experience managing large, premium office or hospitality environments.
Technical Knowledge
Understanding of building operations, workplace services, smart building technologies, and sustainability best practices.
Familiarity with FM technology platforms, CAFM/IWMS systems, and data‑driven decision making.
Leadership & Communication
Strong leadership capability with experience managing diverse operational teams.
Confident communicator able to engage with senior stakeholders, partners, and suppliers at all levels.
Demonstrable experience in property, facilities, and operations or engineering.
Minimum of 10 years in related role within customer facing environment/FM.
Fluent English with a preference for additional languages.
Must be able to demonstrate flexibility in relation to type of works carried out and availability as critical needs arise.
What You Can Expect From Us
JLL offers a competitive benefits package, including salary, performance bonus, pension scheme, private healthcare, and professional development programs.
This role provides the opportunity to shape the workplace experience strategy for JLL’s UK flagship presence, working within innovative, sustainable, and high‑profile commercial office environments.
We succeed together and believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.
Our Total Rewards program reflects our commitment to helping you achieve your career ambitions, recognising your contributions, investing in your well-being and providing competitive benefits and pay.
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Location:
On-site –London, GBRIf 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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