Client experience Lead

Job description

Job Summary / goals

Experience Leads primary goal is building a sense of community within the workspace & create memorable experiences through a connected future workspace (onsite, at home or third space).

The Experience team creates a welcoming atmosphere and is the primary point of contact for colleagues and their visitors. The core focus is to provide an unrivalled experience, support space operations, as well as organise a variety of community-driven events. This includes the support other ERG events as well as promoting awareness and ways to host more events sustainably.

Key Roles and Responsibilities

Community Engagement: You will base yourself within the business and be recognised as the go-to person for any workspace-related assistance and enrolment in workspace events. The role is defined by working to the following key principals:

• Deliver an exceptional workspace experience to our colleagues. Create a welcoming, and engaging office environment for colleagues and their visitors.
• Take ownership of the experience in all workspace services that support colleagues within the hybrid workspace. Ensure that the space is maintained to a high standard and have no complaints around experience.
• Build relationships with a workspace committee by engaging them through a monthly forum.
• Drive and develop the community by organising engaging, popular events that supports the banks sustainability, diversity, equity, and inclusion goals.
• Understand the needs of the business and what drives the businesses you support.
• Create a culture of Community Well Being, supporting and guiding colleagues through the challenges & opportunities of the new workspace environment.
• Support and collaborate with the Workspace Team to deliver the shared vision.
• Leverage MyDay to engage both onsite and remote employees. Drive adoption by ensuring workspace information, day-to-day updates and events remain relevant and engaging to all users.

Day to Day Operations Colleague Experience:

• Develop a strong relationship with the in-country stakeholders and an understanding of the needs of the colleagues to enhance the colleague experience.
• Create a collaborative environment amongst colleagues across the workspace promoting Future of Work behaviours and drive community engagement between colleagues.
• Spatial awareness: support the Workspace Experience Lead with collecting and analyzing workspace data (subjective, objective and ethnographically) to improve the workspace experience for colleagues.
• Engage with colleagues to understand workstyle behaviors and highlight recommendations to the Workspace Experience Leadon how to improve the overall employee experience.
• Be updated on current MyDay initiatives, support colleague utilization & drive adoption as required.

Space Activations, Events & Content:

• Synergies event initiatives and messaging on shared goals with local ERGs, HR, and service providers with the use of partnerships with local enterprises and suppliers.
• Enhance community engagement by immersing yourself within the work profile of each business to communicate and promote events and offerings.
• Creatively utilize digital signages and communication displays to engage colleagues within the workspace via direct ownership or active collaboration with local stakeholders.
• Create monthly newsletter to connect with all users and to promote community activities.
• Work alongside the Catering Team to brainstorm and organise F&B initiatives that cater to the community's interests, ERG goals & local festivities.

Can reach out at or call