CBRE
Workplace Experience Lead
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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 the 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 prioritization, 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 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
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London