Workplace Experience Lead

Licensed sponsor Cambridge Full-time Posted 1 week ago

Company Profile

CBRE is the global leader in real estate services andleverages the industry's most powerful knowledge base to meet the commercialreal estate needs of its clients worldwide. Our vision is to be the preeminent,vertically integrated, globally capable real estate service firm. Globally weemploy over 120,000 employees and operate in 48 countries. CBRE GWS - GlobalWorkplace Solutions is a leading global provider of integrated facilities andcorporate real estate management.

Role Summary

This important role shapes the workplace experience from thefirst interaction, creating consistently welcoming, positive and courteousmoments. It supports and coordinates workplace experience services, includingadministrative support, Front of House, visitor management, executive andcustomer visits, hospitality and workplace events for colleagues, partners andvisitors.

As an embedded extension of client's Workplace team during ananticipated nine-month engagement, the Workplace Experience Lead will lead theteam while reviewing, developing and embedding consistent service standards,operating procedures and hospitality-led principles.

The engagement will combine day-to-day leadership withlonger-term service improvement, leaving the Workplace Experience functionstronger, more consistent and better equipped to deliver a welcoming,professional and hospitality-led experience.

Workplace Experience Leadership

Provide day-to-day leadership ofthe Workplace Experience team
Lead team planning, workloadprioritisation and service delivery
Coach and develop team membersthrough regular feedback and mentoring
Promote a culture of hospitality,ownership and continuous improvement
Lead by example and reinforce thebehaviours expected when supporting Arm people, customers, partners andvisitors.
Act as the primary escalationpoint for Workplace Experience matters.
Ensure Workplace Experienceservices are delivered consistently and professionally

Workplace Experience Reviewand Improvement

Review existing WorkplaceExperience services and operating practices.
Assess the experience of the client's people, customers, partners and visitors across Workplace Experience services
Review of how hospitality iscurrently reflected across Front of House, visitor management, workplace eventsand customer visits
Identify opportunities to improveservice quality, efficiency, attention to detail and operational consistency
Develop and implement practicalimprovements that enhance the overall workplace experience
Pilot new initiatives and refineimprovements through operational delivery.
Use feedback and serviceobservations to inform priorities and improvements.

Service Standards AndOperating Model

Develop a Workplace ExperiencePlaybook covering Front of House, visitor management, workplace hospitality,customer visits and workplace events
Define clear hospitalityprinciples, service standards, operating procedures and experience journeys
Establish consistent expectationsfor welcoming, hosting, communication, presentation and service recovery
Produce practical templates,guidance documents and operational checklists.
Develop an operating model thatsupports consistent service delivery across the Workplace Experience function
Clarify team roles,responsibilities, ownership and interfaces with supporting teams
Ensure new standards arepractical, scalable and embedded into day-to-day operations

Workplace Hospitality,Customer Visits And Events

Lead and support the delivery ofexecutive visits, customer engagements and workplace events
Review and enhance hospitalitystandards across Workplace Experience services
Develop consistent approaches forwelcoming and hosting customers, partners, visitors and senior leaders
Establish clear standards forvisit planning, arrival, hosting, refreshments, room presentation, wayfindingand departure
Develop consistent approaches forplanning and delivering workplace events
Introduce practical initiativesthat improve the experience of Arm people, customers, partners and visitors
Ensure Workplace Experienceservices reflect the client's culture, values and expected standards
Support the team duringhigh-profile visits, events and periods of increased operational demand

Stakeholder Engagement

Build strong relationships withWorkplace leadership, business stakeholders and service partners
Facilitate workshops, servicereviews and improvement sessions.
Gather feedback from Arm people,customers, stakeholders and service partners
Build alignment aroundhospitality principles, service standards, processes and ways of working
Promote collaboration acrossWorkplace, Facilities Management, Security, Catering, IT and other supportingfunctions
Work with service partners toensure a seamless and coordinated experience across all touchpoints
Communicate progress, priorities,risks and required actions clearly and proactively

Continuous Improvement AndEmbedding

Monitor delivery service andidentify opportunities for continuous improvement.
Refine documentation, hospitalityprinciples and service standards based on operational feedback
Embed new processes, behavioursand standards into day-to-day operations.
Support knowledge transfer andcapability development across the Workplace Experience team
Track the implementation ofagreed improvements throughout the engagement
Prepare recommendations for thecontinued development of Workplace Experience beyond the engagement