Workplace Experience Director

1. Purpose of the Job

Responsible for the strategic leadership of workplace experience across a multi-site portfolio, ensuring that every touchpoint—front-of-house, amenity services, events, hospitality, concierge, community engagement, wayfinding, and digital workplace—delivers a consistent, brand-right experience. The role aligns service design and delivery to client culture and standards, drives measurable improvements in user satisfaction, leverages data to inform decisions, and partners across Technical Services, EHS, OE and HR to deliver an integrated, end-to-end experience. Acts as the senior point of escalation for experience-related issues and leads the transformation roadmap for workplace experience, innovation and continuous improvement.

2. Organisation chart

Reports to: Account Manager EY

3. 
   Context

Deliver compliant, brand-right services aligned to SLAs and experience standards; achieve financial objectives while elevating customer satisfaction; manage risks and change in a fast-moving environment; lead the deployment of transformation initiatives and operational excellence; build strong client relationships and internal networks; use data and insights to prioritise improvements and demonstrate value; ensure safety, inclusivity and accessibility across all experiences.

4. Main assignments

Growth, Client and Customer Satisfaction

Own the workplace experience strategy and roadmap. Align service offers and experience standards to the contract and client brand. Host client showcases and immersion visits; design new services that increase engagement and productivity. Ensure contract operates within commercial and legal terms and delivers to SLAs and KPIs.

Service Design & Delivery

Define end-to-end journeys for occupants and visitors; standardise playbooks for front-of-house, hospitality and events. Partner with Technical Services to minimise friction and coordinate planned works with experience impacts. Lead major events and change communications to maintain service continuity.

Rigorous Management of Results

Own NPS/CSAT, complaints resolution, and experience SLAs. Build dashboards; analyse trends (attendance, dwell time, utilisation, event participation) and convert insights into action. Manage budget, labour productivity and supplier performance; ensure compliant billing and audit readiness.

Innovation, Continuous Improvement & OE

Champion innovation and operational excellence. Pilot digital tools (e.g., visitor management, wayfinding, feedback kiosks, mobile ordering) and scale successful initiatives. Maintain a backlog of improvements linked to KPIs; track benefits realisation.

Leadership and People Management

Recruit, coach and develop a diverse team. Embed Sodexo behaviours; conduct performance reviews, succession planning and engagement actions. Set clear goals for service excellence and safety; recognise and reward outstanding customer service.

Brand Notoriety & Community

Act as brand ambassador. Curate programming (wellbeing, DE&I, sustainability, learning) that builds community and supports client culture. Promote CSR initiatives and partnerships. Ensure signage, uniforms and spaces reflect brand standards.

Compliance, EHS & Risk

Lead safety briefings and ensure all activities comply with Sodexo and client policies and statutory requirements. Maintain risk and business continuity plans; complete service audits; drive corrective actions.

Planning and Organising

Own the annual experience calendar and major events plan; forecast resources; align with building operations and project works; maintain playbooks and SOPs; ensure technology and IT equipment support service delivery.

6. Accountabilities

- Experience KPIs (NPS/CSAT) achieved or exceeded; complaints resolved within SLA with root-cause actions.

- Growth of profitable services and adoption of new offers; successful mobilisation of experience initiatives.

- Compliant delivery evidenced by audit scores and monthly reporting; safety-first culture with zero harm targets.

- Demonstrable improvement in utilisation, attendance and community programme participation.

- Transparent financial management: budgets met, productivity optimised, accurate billing and forecasting.

- Strong client satisfaction and retention; positive testimonials and governance outcomes.

7. Person Specification

Essential:

- Proven leadership of hospitality fine dining sector managing a large team

- Strong client-facing skills with excellent written and spoken English.

- Data-driven decision maker; adept with experience analytics and dashboards.

- Commercial acumen; ability to interpret contracts, SLAs, and financial reports.

- Track record of innovation and continuous improvement; familiarity with OE frameworks.

- People leadership: recruitment, coaching, performance management and engagement.

- Knowledge of EHS, accessibility and inclusive design in workplace contexts.

Desirable:

- Degree/qualification in Hospitality, Facilities, Business or related field.

- Experience on global strategic accounts and working across borders.

- Understanding of WELL/RESET/LEED or similar certifications.

- Knowledge of Sodexo systems and processes.

8. Competencies

- Client Growth & Customer Satisfaction

- Innovation and Change

- Rigorous Management of Results

- Leadership & People Management

- Planning & Organising

- Brand Notoriety

- Analysis & Decision Making

- Industry Acumen