Workplace Experience Lead

Company Profile

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

Role Summary:

This important role shapes the workplace experience from the first interaction, creating consistently welcoming, positive and courteous moments. It supports and coordinates workplace experience services, including administrative support, Front of House, visitor management, executive and customer visits, hospitality and workplace events for colleagues, partners and visitors.

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

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

Workplace Experience Leadership:

• Provide day-to-day leadership of the Workplace Experience team
• Lead team planning, workload prioritisation and service delivery
• Coach and develop team members through regular feedback and mentoring
• Promote a culture of hospitality, ownership and continuous improvement
• Lead by example and reinforce the behaviours expected when supporting Arm people, customers, partners and visitors.
• Act as the primary escalation point for Workplace Experience matters.
• Ensure Workplace Experience services are delivered consistently and professionally

Workplace Experience Review and Improvement:

• Review existing Workplace Experience services and operating practices.
• Assess the experience of the client's people, customers, partners and visitors across Workplace Experience services
• Review of how hospitality is currently reflected across Front of House, visitor management, workplace events and customer visits
• Identify opportunities to improve service quality, efficiency, attention to detail and operational consistency
• Develop and implement practical improvements that enhance the overall workplace experience
• Pilot new initiatives and refine improvements through operational delivery.
• Use feedback and service observations to inform priorities and improvements.

Service Standards and Operating Model:

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

Workplace Hospitality, Customer Visits and Events:

• Lead and support the delivery of executive visits, customer engagements and workplace events
• Review and enhance hospitality standards across Workplace Experience services
• Develop consistent approaches for welcoming and hosting customers, partners, visitors and senior leaders
• Establish clear standards for visit planning, arrival, hosting, refreshments, room presentation, wayfinding and departure
• Develop consistent approaches for planning and delivering workplace events
• Introduce practical initiatives that improve the experience of Arm people, customers, partners and visitors
• Ensure Workplace Experience services reflect the client's culture, values and expected standards
• Support the team during high-profile visits, events and periods of increased operational demand

Stakeholder Engagement:

• Build strong relationships with Workplace leadership, business stakeholders and service partners
• Facilitate workshops, service reviews and improvement sessions.
• Gather feedback from Arm people, customers, stakeholders and service partners
• Build alignment around hospitality principles, service standards, processes and ways of working
• Promote collaboration across Workplace, Facilities Management, Security, Catering, IT and other supporting functions
• Work with service partners to ensure a seamless and coordinated experience across all touchpoints
• Communicate progress, priorities, risks and required actions clearly and proactively

Continuous Improvement and Embedding:

• Monitor delivery service and identify opportunities for continuous improvement.
• Refine documentation, hospitality principles and service standards based on operational feedback
• Embed new processes, behaviours and standards into day-to-day operations.
• Support knowledge transfer and capability development across the Workplace Experience team
• Track the implementation of agreed improvements throughout the engagement
• Prepare recommendations for the continued development of Workplace Experience beyond the engagement