Workspace Experience Lead

The Workspace Experience Lead is the on-site champion for employee experience and the operational heartbeat of the office. This role is responsible for ensuring that all “user-facing” services - from catering and cleaning to events and greenery - are delivered to a premium standard.

You are a highly visible leader on the floor, acting as the bridge between employees and service providers. You combine a hospitality mindset with strong vendor management skills to ensure the workspace is functional, inspiring, and seamless. You are expected to lead by example, covering the reception desk when necessary and ensuring the “hospitality first” mission is felt throughout the building.

Community & Employee Experience

• Be the visible, on-the-floor presence that brings energy, approachability, and support to the workplace. Proactively engage with employees to understand needs and elevate their experience.
• Champion a “service-first” culture across all interactions - ensuring every experience is warm, personalised, and solution-oriented.
• Create a sense of belonging by shaping an inclusive, vibrant environment where employees feel connected and supported.
• Deliver engaging, clear, and timely workplace updates that keep employees informed and excited about their environment., * Catering Excellence: Oversee the daily operation of the employee restaurant in partnership with catering provider. Ensure food quality, presentation, and service levels meet premium standards.
• Vendor Accountability: Manage daily relationships with key partners - cleaning and planting partners. Ensure all KPIs and SLAs are met through regular check-ins and task-list management.
• Quality Assurance: Conduct rigorous daily “Quality Rounds.” Audit the cleanliness, presentation, and functionality of all communal areas, washrooms, and food service spaces.
• Facilities Administration: Own the Facilities inbox. Filter, respond to, and action enquiries with urgency and care.

Events & Activation

• Event Execution: Own the end-to-end operational delivery of employee events and activations. Act as the central point of contact for internal stakeholders (HR, ERGs) and external vendors.
• Logistics & Design: Coordinate event-specific menus, furniture layouts, and AV requirements. Ensure every event is executed safely and to a high aesthetic standard.
• Financial Oversight: Create Purchase Orders (POs) in Ivalua for event costs and catering supplies, ensuring all financial documentation is accurate and submitted on time.

Safety & Emergency Response

• Fire Warden / First Aid Leadership: Act as a lead Emergency Response Officer. Ensure the team is trained, floor plans are current, and emergency cabinets are fully stocked.
• Incident Management: Take charge during ERO situations, completing incident reports and identifying lessons learned to update the ERO plan.
• Health & Safety: Manage 1st-line H&S tickets, specifically focusing on food hygiene, environmental concerns, and workplace safety., * Ticket Management: Handle all 1st-line ServiceNow tickets (room set ups, catering, cleaning).
• Continuous Improvement: Identify operational gaps and suggest updates for the ServiceNow knowledge base to empower employee self-service.
• Data-Driven Decisions: Monitor operational KPIs during quality rounds and report deviations or successes to the Senior Workspace Specialist.

• You are passionate about creating environments where people feel valued, supported and inspired.
• You naturally think about how spaces, services, and moments come together to shape how people feel at work.
• The “Community” Spirit: You are a people person who thrives on building relationships and creating a sense of belonging in the workplace.
• Detail Obsessed: You notice the lightbulb that’s out, the plant that needs water, and the catering tray that isn’t straight.
• Operational Grit: You are comfortable managing vendors and holding them to high standards, even during difficult conversations.
• Adaptability: You are happy to “roll up your sleeves” - whether that’s helping the Hospitality Host at a busy reception desk or moving furniture for an event
• Supplier-Focused: You confidently manage supplier performance, holding partners accountable to high standards while building positive, collaborative relationships.