Regional Workplace Experience Manager

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
Regional Workplace Experience ManagerWork Dynamics

Overall Roll The Regional Workplace Experience Manager is part of the VMWare Facility Management and Workplace Experience Team and is responsible for leading the development of a more engaging and productive workplace environment for VMWare office across Asia Pacific through data, design and hospitality.

Data
Develop a channel that allows the business to collect the voice of the customer. Understand the problem and user behaviour and create actionable insights that allow the measurement of business impact and success

Design
Re-imagine the workplace by leveraging on design principles to create human centric solutions. Innovate, disrupt and create buy-in and alignment from key stakeholders

Hospitality
Start a movement by creating a hospitality mind-set and service excellence across all touchpoints. Build and uplift capability by supporting training and enablement.

Duties & responsibilitiesContinuous ImprovementCreate clarity on the current level of the current Human Experience (Baseline)
Drive the implementation and success of the VMWare HX Vision
Develop a channel to collect Voice of Customer as a means to identify gaps in current business and operations.
Redesign processes based on feedback around user touchpoints in concierge, reception, meeting rooms, event management, pantry management and technical services though journey mapping exercises and techniques
Include customer sentiments and emotional touchpoints in new journeys and process maps
Support the facilities team across all processes in making operational adjustments that will improve user satisfaction (ie. Operational adjustments)

Hospitality ServicesDevelop a customer relationship model within the business to establish a new channel for feedback and communication for the Facilities Management team
Establish a trusted and robust feedback mechanism to close all feedback loops from VMWare users
Develop verbiage in all customer facing touchpoints to ensure processes are designed with the customer experience in mind

Training and DevelopmentBe a champion of the Human Experience by training the facilities management team on hospitality services
Facilitate the WE programs for all JLL colleagues and ensure all new joiners are on-boarded accordingly
Provide on the job training and remedial to the facilities management team to ensure their understanding on providing a hospitable experience and constantly coach them into providing proactive service

Human Centred DesignBe a change manager and ensure all new processes and embedded into new ways of working
Challenge the system if change is not sustained
Relook at processes to ensure sustainability of new processes and influence the business across the Facilities Management team and VMWare Real Estate and Workplace Managers across the region

Minimum 3 years’ experience in a management position
Impressive portfolio of process improvement projects (service and experience design)
Experience in implementing change and behaviour across teams
Able to identify process gaps and recommend solutions for improvement
Able to work with teams on and off site (across the region)
Able to develop strategies according to different geo sources (Thailand, China, Japan, Korea, Australia)
Ability to manage multiple projects independently
MS Office proficiency
Task SkillsProcess improvement skills
Operational excellence
Problem handling and resolution
Customer centricity
Customer relationship management
User experience, industrial and service design
Journey Mapping
Influencing others
Change Ma

Personal SkillsStrong communications and customer focus skills with the ability to interface and relate to the different stakeholders in the organization
Confident, f