Workplace Experience Director

The Experience Director will be a key member of the Cushman & Wakefield onsite account team for the client. This individual will be responsible for creating a workplace experience program that leverages technology, workplace design, amenities, and services to help drive employee engagement and retention for our client – ensuring people feel productive, healthy, and happy in a frictionless workplace.

The Experience Director will leverage employee data (both quantitative and qualitative) to build a program that takes the employee workplace experience to the next level, partnering with cross functional teams to implement the strongest and most meaningful solutions across a portfolio of building sites. The ideal candidate will be forward-thinking and hospitality-focused, have comfort working with emerging technology, and have the ability to support facilities management and operations professionals in a faced-paced environment.

We are looking for a visionary, highly collaborative leader who is comfortable navigating through ambiguity to create a structured, programmatic approach to workplace experience initiatives.

• Essential functions and responsibilities
• Work with cross functional teams in Facilities Management, Design, Technology, Move Management, Strategy and Communications to build and implement Client-specific programs focused on delivering exceptional employee experiences in the workplace.
• Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Provide analysis and share information with leadership and cross functional teams.
• Spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required.
• Design and help implement experience related guidelines, best practices, and standards for employees and cross-functional service teams.
• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
• Develop short and long term tactical plans and programs for the innovation of workplace amenities and services based on strategic plans and user data.
• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee-ready.
• Proactively identify needed repairs, maintenance, or updates required in the workplace.
• Ensure complaints, questions, concerns and suggestions from employees are addressed and conduct follow-up, if needed.
• Provide “White Glove” service to Executives and key Stakeholders. Ensure prompt and efficient follow up on any issues/ requests.
• Articulate program goals and vision through storytelling, supporting data, and business cases.
• Build case studies to showcase RIO and impact.
• Project an approachable and professional image in personal appearance, manner, and demeanour.
• Develop building initiatives designed to create connections between occupants.
• Responsible for delivering results related to all employee experience and customer satisfaction KPIs.

• Key Competencies
• Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required
• Must be able to use laptop, mobile device and wireless technologies
• Adept at problem solving and analysis
• Comfortable presenting to executive level clients, and interacting with individuals at all levels
• Detail oriented, confident, self-starter with exceptional organizational skills
• Maintain a “can do” mentality with the ability to take charge with minimal information
• Demonstrate integrity, accountability, self-awareness and strong work ethic
• Conflict management skills with ability to work under pressure, while acting in a calm manner
• Showcase exceptional emotional intelligence and empathy

• Important education
• Four-year college/university degree

• Important experience
• Minimum of 10 years of related work experience in real estate services, travel/hospitality, brand/ product management, management consulting, or change management.