Workplace Experience Lead

Description

• Ensure complaints, questions, concerns and suggestions from employees are addressed and conduct follow-up, if needed.
• Help develop building initiatives designed to create connections between occupants.
• Help implement experience related guidelines, best practices, and standards for employees and cross-functional service teams.
• Support development of case studies to showcase RIO and impact.
• Help articulate program goals and vision through storytelling, supporting data, and business cases.
• Responsible for delivering results related to all employee experience and customer satisfaction KPIs.
• 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.
• Proactively identify needed repairs, maintenance, or updates required in the workplace.
• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
• Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Share information with leadership and cross functional teams.
• Provide “White Glove” service to Executives and key Stakeholders. Ensure prompt and efficient follow up on any issues/ requests.
• Support the development of short and long term tactical plans and programs for the innovation of workplace amenities and services based on strategic plans and user data.
• Work with cross functional teams in Facilities Management, Design, Technology, Move
• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee-ready.

Requirements

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

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance