Workplace Experience (Associate) Director

Job Title
Workplace Experience (Associate) Director
Job Description Summary
The Experience Leader 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 Leader 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. 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.
Job Description

• Work with cross functional teams in Facilities Management, Design, 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.

1. Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required.

2. Must be able to use laptop, mobile device and wireless technologies.

3. Showcase strong business acumen.

4. Comfortable corresponding with executive level clients, and interacting with individuals at all levels.

5. Detail oriented, confident, self-starter with exceptional organizational skills.

6. Maintain a "can do" mentality with the ability to act with minimal information.

7. Demonstrate integrity, accountability, self-awareness and strong work ethic.

8. Ability to calmly work under pressure.

9. Showcase exceptional emotional intelligence and empathy.

"Note: This position requires compliance with our COVID related protocols, which may also include client-specific requirements. This might include, but not limited to, either providing documentation of full vaccination as per CDC guidelines or agreeing to regular COVID testing."

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

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, email [email protected] or [email protected]. All inquiries not related to accommodations will go unanswered.