The rise of the workplace experience manager

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.

A recent JLL design solutions webinar explored the subject of how well-considered social strategies are vital to building teams and creating the best work environment for productivity.

Webinar panelist, Tracey Camilleri, explained that rather than focusing on metrics like square meters per person, ceiling heights, or counting days in the office, companies should measure these connection moments and think about how employees will be inhabiting the space.

It’s these social moments that foster social health and wellbeing, trigger possibility, improve team dynamics and create thriving workplace cultures, says Camilleri, co-author of The Social Brain: The Psychology of Social Groups. For workplace experience managers (WXMs), intentional social strategies can help increase tenant and employee engagement by focusing on the connection moments that matter.

Building these team dynamics could even be more productive than merely looking at an individual’s needs.

“Creating rituals and opportunities for interaction and shared experiences, eating, playing or socializing together, contributes hugely to wider company goals such as building relationships and trust,” says Davidson at JLL.

Although it’s all about bringing people together in real life, technology can help facilitate the process.

One such workplace experience tool that enables experience managers to communicate with and maintain meaningful connections with tenants and employees is HqO. When combined with a dedicated experience manager and custom events programming, the platform is proven to increase weekly user engagement by 225%.

Take Bruntwood Group, which more than doubled event attendance across 46 of their UK offices after using HqO to help implement an award winning workplace experience program.

JLL’s latest Future of Work research found more than half of organisations say talent attraction and retention is their second biggest corporate goal.

Hiring a workplace community manager to deliver high levels of service and on-site events, nurtures employee engagement, fosters cohesion within teams and creates bonds across the broader organization - ultimately helping reduce expensive staff turnover.

“We recommend providing ‘peak experiences’ and tailoring those experiences to accommodate the different needs of a diverse workforce, helping grow social capital in the workplace,” says Hynes.

What’s more, using apps can provide that all important data, continually capturing trends and feedback that improves the overall workplace experience.

“Working in partnership with HR and facilities management, workplace experience managers can invigorate the workplace, using technology, events, external partners, and amenities, to build an engaging and positive work experience for everyone,” Davidson says.

To discover more about building thriving teams watch our on-demand webinar.