Workplace Experience Director

Cushman & Wakefield • San Jose, CA

5d • $170,000 - $200,000 • Onsite

About The Position

The Experience Director 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 Director 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 fast-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.

Requirements

• Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required
• Must be able to use laptop, mobile device and wireless technologies
• Communication: comfortable corresponding with executive level clients, and interacting with individuals on all levels
• EQ - Showcase exceptional emotional intelligence and empathy
• Organized - Detail oriented, confident, self-starter with exceptional organizational skills
• Proactive - Maintain a “can do” mentality with the ability to act with minimal information
• Character - Demonstrate integrity, accountability, self-awareness and strong work ethic
• Showcase strong business acumen
• Professional - Project an approachable and professional image in personal appearance, manner, and demeanor.
• Resilient - Ability to work under pressure, while acting in a calm manner
• Minimum of 10 years of related work experience in real estate services, travel/hospitality, brand/ product management, management consulting, or change management.
• Four-year college/university degree

Responsibilities

• Work with cross functional teams in Facilities Management, Janitorial, Design, Space and Occupancy Planning, Strategy, and Communications to help 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 and proactively 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.

Benefits

• C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
• Further, the company takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics.
• Discrimination of any type will not be tolerated.
• Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work.
• In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.
• The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.
• The company will not pay less than minimum wage for this role.

What This Job Offers

• Job Type: Full-time
• Career Level: Director