Global Programme Experience Lead

Overview

As Global Head of Experience Programmes, you own and scale JLL’s global portfolio of workplace experience programmes, from concept to deployable product. You set standards, equip regions to deliver, and drive adoption across 100+ client accounts in 80+ countries, leveraging AI and technology. The role is build-and-scale, not account-by-account, with success measured by adoption and client value. You work through cross‑functional partners to achieve consistent, high‑quality experiences and tangible impact. This is a chance to shape workplace experiences at scale within a global practice.

Responsibilities

• Design global workplace experience programmes that work across sectors, regions and account types from concept to deployable product
• Define purpose, standards and success metrics for each programme before deployment
• Create supporting assets: playbooks, toolkits, templates, training and delivery guidance
• Own the programme lifecycle—refresh, iterate and retire to keep the portfolio current
• Set global standards and minimum viable versions for different account sizes
• Ensure consistency and address delivery drift with regional leaders
• Enable regional and account teams through training, onboarding and ongoing support
• Drive adoption across the global account portfolio and surface what works in the field
• Own and manage the commercial structure of the programme portfolio, including tiering and pricing input
• Support new business pursuits with programme content and measure conversion
• Define metrics for adoption, sentiment, utilisation, retention and commercial contribution
• Collaborate with data/analytics to build measurement infrastructure and inform decisions
• Report performance and ROI to leadership and equip teams to report to clients
• Manage programme budgets and expenditure within financial guidelines

Key requirements

• 15+ years in workplace services, facilities management, corporate hospitality or related field with global experience
• Track record of building repeatable programmes and deploying them across sites/markets
• Proven ability to drive adoption without direct authority in a matrix organisation
• Strong commercial acumen: packaging, pricing and impact on account economics
• Ability to define and report metrics that show business impact
• Operational credibility with delivery teams
• Excellent communication and presentation skills with senior stakeholders
• Proven AI and technology skills
• Fluent in English (written and verbal)

• collaboration across cross-functional teams
• influencing without authority
• commercial pragmatism
• AI and technology in programmes
• data and analytics for portfolio decisions
• product management or service design

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