As Executive Vice President and Head of Experience Management, Tyler Kethcart brings curiosity and an entrepreneurial approach to real estate.
The people employed at the companies that have their offices at AON Center in Chicago can do more than just work there — they have access to amenities including a state-of-the-art fitness center, a dedicated amenity floor with collaborative spaces, on-site meeting facilities, and curated retail options. But the appeal is more than just these services — working at AON Center is an event curated by JLL's expanding Experience Management (XM) division, which focuses on creating a community for each building while enhancing the real estate's performance.
The growth of XM is the result of changes in the office sector, and the visionary leadership of Tyler Kethcart, Executive Vice President and Head of Experience Management. As an original architect of JLL's XM platform, Tyler hasn't just grown with the division—he's fundamentally shaped its evolution and continues to expand his team and the services offered to JLL's corporate office clients.
"We've made investments in our staff to serve our clients better and create value in new ways, based on the goal of creating an environment that attracts tenants, and that makes people want to come to work," Tyler says. His forward-thinking approach to workplace experience has positioned him at the forefront of hospitality in the office sector, seamlessly integrating fitness, restaurants, retail, amenity floors, and external sales strategies — consistently staying ahead of the curve in bringing people back to work.
It might seem an unusual career evolution for the accounting and finance major, who joined JLL right from college 14 years ago and transitioned from crunching numbers to his current role as a transformative industry leader.
After graduating from college in 2011, he worked his network and landed at JLL, at the time "the biggest company I'd never actually heard of before applying to it," he jokes. "But I fell in love with the culture and people right away."
As an accountant, he touched some 100 different pieces of real estate in 10 to 12 markets in his first six months on the job but quickly saw that he preferred problem-solving to crunching numbers. He transitioned to property management with the encouragement of Steve Zsigray, now Managing Director of Midwest Property Management and Susan Hammer, who recently retired from JLL's management team.
By 2018, he recognized a challenge that would become a niche—and, ultimately, his legacy.
"We were delivering these amazing amenity spaces in these office buildings, and we were trying to figure out how to bring these spaces to life," he said. "How do we make the experience more enjoyable? How do we fill this with all the things tenants want and need that will also benefit our landlords and their long-term investment?"
He presented a plan to Mark Zettl, a hospitality expert who'd just joined JLL as President of Property Management-Americas. It was the right plan at the right time, especially for Chicago, a highly competitive market where higher-end amenities and a more focused experience management (XM) were expected.
"JLL was ready to lead the charge there and develop a new product in XM to specialize specifically around that," Tyler notes. What makes his contribution unique is his role as part of the original JLL XM team—he didn't just help build XM, he has fundamentally shaped its DNA and continues to evolve it with forward-thinking innovations.
Tyler focused on building client relationships and building new business in the U.S. and Canada, eventually as Vice President and Director of Business Development. The team was just getting its footing when, in 2020, the pandemic hit, shutting office attendance down — but eventually creating an even greater need for the XM team and its creativity.
"I just don't like staring a problem in the face," Tyler said. "If something has always been done a certain way, I want to break it and find a better way of doing something. To me, that's Property Management 101. That comes right over to the XM business, which is always evolving." This philosophy has kept XM not just relevant, but leading the industry, with Tyler consistently anticipating market needs before they become obvious.
Named to his current post in 2024, he has surrounded himself with experts spanning every area of workplace hospitality—from social programming and food & beverage to after-hours engagement and revenue management. His cross-functional expertise allows him to seamlessly collaborate across diverse verticals, creating comprehensive solutions that address the full spectrum of workplace experience. The team continually focuses on innovative ways to monetize underutilized areas in each building, such as opening fitness centers up to the public after hours.
The team analyzes demographics, neighborhood characteristics and the asset's own tenant roll, knowing that managers now must do more than ensure the lights are on and the barista is on time. Going to work must be an event, reflecting the neighborhood and its people.
XM continues to evolve, from the fun-oriented activities prior to the pandemic to replacing services provided by now-shuttered neighborhood shops and restaurants. Tyler’s longevity and deep understanding of the platform's evolution allow him to push boundaries and ensure XM stays ahead of changing workplace dynamics.
Tyler can also bring JLL's other services to the table, including property management, leasing, services, and technology consultation. The result is some $1 billion in additional value created for its clients so far—a testament to Tyler's strategic vision and execution.
The XM business now totals 130 associates in the U.S. and Canada, with Tyler dividing his days between meeting with potential clients and the operations side, which continues to expand its scope under his leadership. Tyler continues to focus on enhancing XM's customer experience training program, putting it more in line with high-end retail and hospitality.
"It will be a hallmark JLL will be known for," he says—a vision that reflects his sustained commitment to evolving the platform and staying ahead of industry trends.
Outside the office, Tyler focuses on family — his wife, two young children, and 10 nieces and nephews — hiking, snowboarding and the great outdoors. A music buff with eclectic tastes, he also enjoys gardening and working with his hands on home improvement projects.
"I just dabble in everything."
