As the workplace experience (WX) becomes an even bigger priority for business leaders, the role of the workplace experience manager is gaining more recognition.
Demand for the position has grown more than 300% in the last few years — from 4,500 open positions listed worldwide in 2019 to more than 19,000 listings in August of 2022.
Here is a look at some workplace experience manager best practices, what the role entails, tips on finding the best position, and how to land a job in this lucrative field.
What is a workplace experience (WX) manager?
Employee satisfaction
Workplace experience managers are responsible for improving the overall employee experience and the various elements that influence it. Kim Rohrer, Head of Employee Experience at Oyster, aptly explains that what the job is about is as much about what the job does not entail:
“It’s not HR, it’s not people operations, it’s not talent acquisition, it’s not workplace design — it is purely focused on what is the tip-to-tail experience that people are having when they become an employee of our company, from the time they start moving through our hiring process … to the existing experience, whether that’s voluntary or involuntary.”
In many ways, workplace experience managers evolved as a hybrid position between human resources (HR) and facilities management (FM). They are expected to improve employee experiences by evaluating individual engagement in terms of the wider working environment.
The WX manager is also charged with ensuring there is alignment in company culture — not a small feat considering the often-vast cultural differences across global enterprises. Fostering a sense of belonging is a key part of the job, laying down the precedent for how the company operates in a way that is inclusive of people of all backgrounds.
But it’s not just about employee satisfaction.
Over the years, a growing body of research has attempted to decipher some of the complexities of the workplace experience — including the impact of the physical workplace, technology, and policies that shape a company’s culture.
Work environment
Since they are looking at engagement in a variety of contexts — throughout numerous interactions and within different environments — they obtain a better understanding of the dynamics at play within the workplace.
By paying close attention to the organization’s overall success, they’re able to tailor strategies that foster collaboration and boosts productivity with the goal of improving customer relationships.
Additionally, an individual in charge of enhancing the employee experience directly affects the customer journey. They will pay close attention to existing support processes to better understand any pain points that may be impacting the customer experience as a consequence.
Company culture
At many organizations, the workplace experience manager is also the person responsible for scaling company culture.
As more organizations expand globally, they don’t necessarily need a different office manager at every location. What they really need is someone who ensures every employee has a consistent experience no matter where they go. They often plan company events, oversee workplace perks and manage internal communications.
What an exceptional workplace experience manager looks like
A workplace experience manager can come from a variety of backgrounds, and their individual skill set will vary. Depending on experience and the size of the organization, the total salary and compensation will also vary. However, it’s the attributes we’ve outlined below that are the most important when considering a successful workplace experience manager.
1. Warm and welcoming
Creating a warm and inclusive environment is the primary role of the workplace experience manager. They have a knack for networking and making others feel comfortable.
2. Strong problem-solver
If the printer breaks down, you can consult a manual or call a technician. But there’s no precedent for many of the issues a workplace experience manager encounters.
Being able to seek answers and solutions for unexpected issues is one of the most powerful skills workplace experience managers have.
3. Detail-oriented
It’s often the little things — like fresh-brewed coffee and a comfortable seat — that add up to a great workplace experience. For a workplace experience manager, no request is too small to warrant their attention.
That level of care and attentiveness serves leaders well in this role.
4. Skilled planner and project manager
While workplace experience managers will have to put out little “fires” every day, they also need to be able to juggle long-term projects, such as planning the annual company retreat or developing a competitive benefits package.
Being able to balance all the demands of the job tends to differentiate the leaders in this role from the rest of the pack.
5. Experienced with facility management
A workplace experience manager may not know how to install ductwork, but they should be able to recognize when poor ventilation is impacting employee productivity.
Ideally, this person should know enough about facilities and IT to be dangerous to influence workplace strategies or at least be willing to learn those skills.
6. Tech-savvy
While workplace experience managers don’t necessarily need to come from an IT background, they do need to have a good understanding of workplace technology and how it impacts the employee experience.
Workplace experience managers need to be able to work with IT teams to choose the best solutions for the organization and can help troubleshoot any issues that arise.
7. Data-driven
The Internet of Things (IoT) has enabled workplaces to stay more connected and collect more information than ever before.
When used smartly, this data offers a continuous feedback loop that allows business leaders to optimize the environment and better support their employees.
A workplace experience manager should be able to analyze data from space management software, service request systems, utilization sensors, and more.
Then, they should be able to identify patterns and see trends.
8. Collaborative
A workplace experience manager should be skilled at breaking down silos across departments and be collaborative themselves. After all, this is a cross-functional role.
Workplace experience managers should be able to take charge and manage cross-functional teams to accomplish the overall goals of the business.
9. Skilled at communication
Managing internal communications is one of the most critical parts of the job description. A great workplace experience manager should have excellent verbal and written communication skills.
It’s not always what you say. Sometimes, it’s how you say it.
10. Resilient
Like any good workplace leader, a workplace experience manager must be able to remain calm and as objective as possible while dealing with difficult situations. They need to be able to understand and address immediate needs while keeping their eyes trained towards the future.
11. Agile
Flexibility is essential in a modern, agile work environment. And it’s an essential quality of a workplace experience manager, too. An agile leader is one who can quickly adapt to the ever-changing needs of the workplace.
12. Curious
The best workplace leaders constantly ask questions and never stop learning. They subscribe to blogs and podcasts, and they attend industry conferences, sharing important takeaways with the rest of the organization.
By continuing to learn and seek out the freshest solutions and latest news, workplace experience managers can keep up with the rapid pace of change that occurs in modern organizations.
13. Innovative
Being curious is a good start, but to be truly effective as a workplace experience manager, that curiosity needs to culminate in acting.
The right person for this role will be daring. They’ll dare to try new technology, new ways of working, and new processes.
As the workplace experience becomes a greater priority to businesses around the world, this position keeps growing in value. Workplace experience managers serve an important role in fostering positive experiences, driving employee engagement, and improving customer services.
By Gabi Bellairs-Lombard
Gabi is a London-based writer with 8 years of experience in copywriting and strategy across various verticals. She has been immersed in tech for two years, previously writing for a fintech company. Her specialities lie in long- and short-form writing, SEO writing and strategy, and market research. In her current role at Eptura, she covers the latest worktech and workplace experience trends.
