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Global Programme Experience Lead

Location: EMEA

Reporting into: Global Lead, Experience Services

At JLL, our goal is to provide workplace experiences that will be long remembered by our clients. The programmes behind those experiences need to be built once, built well, and deployed consistently across every region and account we serve. This role builds them. It combines programme design, commercial ownership and global enablement, and it suits someone who wants to shape how workplace experience is delivered at scale rather than deliver it account by account.

What this job involves:  

As Global Head of Experience Programmes, you will own JLL's global portfolio of workplace experience programmes — designing them, setting the standards they are delivered to, equipping regional and account teams to deploy them, and driving their adoption across 100+ client accounts in 80+ countries, effectively identifying and utilising AI and technology.

 

This is a build-and-scale role rather than an account delivery role. You will not run accounts. You will define what a programme is for, what good looks like, and how success is measured, then make it work everywhere. Your primary measure of success is adoption: how widely and how faithfully your programmes are deployed, and what they demonstrably produce for clients and for JLL.

The role works largely through influence. You will own the programmes, but the people deploying them will not report to you. Candidates who find that challenge interesting rather than concerning tend to do well in it.

 

Personal Profile:

 

I build things that work in more than one place. I design programmes that hold up across sectors, cultures and account types, and I care as much about whether they get used as whether they are well designed. I work through other people's teams rather than my own, which means I earn adoption rather than mandate it. I am commercially minded: I know what a programme costs, what it is worth, and how to prove it. When something is not being taken up, I assume the design is the problem before I assume the region is. New technology and innovation excites me.

 

What your day-to-day will look like:

Programme Design and Development

 

• Design global workplace experience programmes that work across sectors, regions and account types, from concept through to deployable product
• Define the purpose, standard and success measures for each programme before it reaches an account
• Build the supporting assets: playbooks, toolkits, templates, training and delivery guidance
• Own the programme lifecycle — refresh, iterate and retire — so the portfolio stays current rather than accumulating

 

Standards and Quality

 

• Set the global standards to which experience programmes are delivered, including the minimum viable version for accounts of differing size and maturity
• Establish how consistency is assessed, and work with regional leaders where delivery drifts from standard
• Ensure programmes adapt to local and cultural context without losing what makes them effective

 

Enablement and Adoption

 

• Equip regional and account teams to deploy programmes confidently through training, onboarding and ongoing support
• Drive adoption across the global account portfolio — the primary measure of success in this role
• Work through JLL's Experience Leadership community to build capability and surface what is working in the field
• Diagnose the causes of low adoption and address them through design, not through compliance pressure

 

Commercial Ownership

 

• Own and be accountable for the commercial structure of the programme portfolio, including tiering, packaging and input to pricing
• Support new business pursuits with programme content and subject matter expertise, and track conversion on pursuits supported
• Make evidence-based investment decisions on which programmes to scale, fix or stop

 

Measurement and Reporting

 

• Define the metrics that demonstrate what experience programmes deliver: adoption, employee sentiment, utilisation, retention and commercial contribution
• Work with data and analytics colleagues to build the measurement infrastructure, and use it to inform programme decisions
• Report programme performance and return on investment to JLL leadership, and equip account teams to report to clients
• Manage programme budgets and expenditure in accordance with financial guidelines

 

Experience and Skills:

 

• 15+ years in workplace services, facilities management, corporate hospitality or a related field, with significant experience operating globally or across multiple regions
• Track record of building something repeatable — a programme, product, service offering or methodology — and deploying it across multiple sites, markets or business units
• Proven ability to drive adoption without direct authority in a complex matrix organisation
• Strong commercial acumen: how offerings are packaged and priced, and how programme decisions affect account economics
• Demonstrable ability to define and report metrics that evidence business impact rather than activity
• Operational credibility with delivery teams — experience of doing the work, not only designing it
• Excellent communication and presentation skills, including with senior stakeholders
• Proven AI and technology skills
• Fluent in English (both written and verbal)

 

Preferred:

 

• Product management, service design or journey mapping methodology
• Working fluency with data and analytics: able to interrogate dashboards, work with analytics teams and translate portfolio data into decisions
• Experience building training or enablement programmes at scale
• Change management experience at organisational scale
• Industry certifications in facility management, hospitality or organisational development

#LI-JA1

Location:

On-site –London, GBR

If 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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