As workplaces see an uptick in attendance, more companies are employing dedicated community or workplace experience managers to supercharge employee experience and productivity.

A year ago, JLL’s global Pulse survey found these roles existed in just a quarter of firms. The latest survey shows this has since risen to a third of all companies, with a further 9% considering hiring one in future.

It comes as organizations grapple with driving productivity and how to get the best from their people now they’re spending more time in the office.

This means going beyond simply looking at office location or fitout during the planning stage, and considering how spaces will ultimately be activated says Adrian Davidson, EMEA Head of Design at JLL. It’s about taking inspiration from the hospitality sector to identify key social opportunities and events that will take place in those spaces once complete – and how that will be delivered.

“Ultimately we’re aiming to orchestrate positive workplace experiences that draw people to the office,” he says. “It’s vital that both space and social strategy are planned in synchrony, with each interaction designed with purpose, whether it's to foster creativity, build trust, or simply provide a moment of shared joy.”

Ruth Hynes, Director of Research & Strategy, Work Dynamics EMEA, says this ties into JLL’s recent Experience Matters research that found people are seeking out memorable moments, personalization and human connection.

“For offices, this could mean curating a well-thought-out event and service program, managed by a dedicated workplace experience manager,” she says.

Yet while these roles combine elements of practical facilities management expertise with the hospitality elements of a hotel concierge, organising everything from wellbeing initiatives, collaboration opportunities, community events, happy hours or themed hospitality for employees and guests, firms may well be asking, “What’s in it for us?”

A lot, the two experts say.

By fostering a sense of belonging, connection, and purpose these new workplace ambassadors can boost employee engagement, wellbeing, and productivity, help build company culture and optimise space utilisation – all key CRE priorities, according to JLL’s Pulse survey.