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!
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