We’re Landsec

We are Landsec, we build and invest in buildings, spaces and partnerships to create sustainable places, connect communities and realise potential.

We are one of the largest real estate companies in Europe, with a portfolio of retail, leisure, workspace and residential hubs. Landsec is shaping a better future by leading our industry on environmental and social sustainability while delivering value for our shareholders, great experiences for our guests and positive change for our communities.

The Role:

• Landsec has a substantial office portfolio in London and Manchester delivering a range of office products to over 150 customers, from long let HQ buildings to fully serviced short term space with bookable meeting and events spaces delivered through our MYO flexible office brand. Our ambition is to be the Workplace provider of choice in the UK.

• Reporting to the Head of Workplace, this is a key role in the Workplace commercial team, acting as the ‘voice of the customer’ by providing strategic office, consumer and industry insight to drive the performance of all Workplace elements within the Landsec property portfolio.

• Acting as a forward-thinking leader, anticipating shifts in business needs, consumer behaviours and customer expectations you will lead the Insight and Experience team in delivering commercially astute analysis and industry-leading customer experience strategies that inform both strategic and operational decisions across the Workplace team.

• We are looking for someone who is customer-focused and has a demonstrated track record in translating insights into CX enhancement plans with good organisational, communication and relationship-building capabilities with a range of stakeholders, partners, customers and colleagues.

• Salary: Competitive

The Team:

This role includes line management of one direct report - the Customer Experience Manager. You’ll be part of the wider Workplace Commercial team, comprising approximately 30 colleagues, working closely with peers across asset management, leasing, MYO, and marketing teams based in both London and Manchester.

Location:

The role is based in London. We typically work together on-site a minimum of three days per week, ideally four. most commonly Monday to Thursday to encourage collaboration across the team. Exact days may vary week by week depending on team priorities, project needs, and seasonal demands.

What you will be responsible for:

• Develop and lead the Workplace (Offices and B2B) insights strategy, delivering innovative, commercially focused analysis to inform strategic decisions and drive portfolio performance with the right data, tools, and partnerships.

• Lead the Insight and Experience team, ensuring high-quality onboarding and offboarding experiences, customer engagement initiatives, and optimization of the Landsec app. Manage the Experience Enhancement Manager directly.

• Lead proposition development from ideation to implementation, working with SMEs and advisors to identify opportunities for new products and services. Ensure continuous improvement.

• Design and execute qualitative and quantitative research projects to generate actionable insights across the Workplace customer journey by selecting appropriate methodologies.

• Implement and deliver best-in-class data collection and analytics practices to support decision-making, establishing a core set of analytical tools and processes, including emerging tools and technologies like AI.

• Collaborate with the Head of Workplace and cross-functional teams (Portfolio, Leasing, Operations, Flexible Offices) to understand performance trends, anticipate future developments, and shape strategy through data-driven insights. Assess the alignment of Landsec’s propositions with customers’ future office strategies to manage risk and identify growth opportunities.

• Provide strategic input into asset and cluster ownership plans, supporting the Senior Portfolio Director and Flexible Office Director to enhance customer retention and satisfaction.

• Oversee the success of the Reputation partnership, tracking Net Promoter Score (NPS) and supporting key business KPIs through customer insight collection across all Workplace touchpoints.

• Lead the evolution of customer-centric practices within the Workplace team, leveraging effective tools, processes, and technologies to deepen customer understanding and engagement. Optimize CRM systems and other insight platforms to support data-driven decision-making and continuous improvement.

• Engage senior stakeholders and present complex insights clearly to influence strategic direction at Board and Exco level, supporting capital allocation decisions and informing strategic papers to provoke discussion across the Portfolio and broader Landsec business.

Your skills, experience and qualifications:

Essential criteria

• Proven knowledge and expertise in both qualitative and quantitative research with a track record of designing research projects and choosing the right methodology to get the desired outcome.

• Ability to analyse and interpret data and insights to make recommendations and inform decision-making.

• Proven ability to build and manage effective internal and external relationships with colleagues, partners and stakeholders at all levels, including senior executives

• Excellent presentation and communication skills

• Team leadership experience

We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer fantastic Learning and Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work.

Below are some of our core benefits, make sure to visit our My Total Reward page for more information.

• Performance based annual bonus plan

• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and the option to purchase up to 10 additional days each year. Enjoy an additional three-day December festive break on top of your leave and a special ‘My Day’ to take off for whatever you choose.

• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution.

• Private medical insurance, Health Cash Plan, Life assurance and income protection.

• Enhanced maternity, adoption, shared parental leave policies (view our Family policies page for more details)

• Two different share plans enabling you to share in the success you will help to build

• Up to 4 working days to volunteer per year and 'Give As You Earn' programmes allowing you to donate to charities straight out of your pay and we top up by 20%

And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause

At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.

We strive to ensure all our information, and services are accessible to andusableby everyone. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with our recruitment partners by emailingrecruitmentqueries@landsec.com

To find out more about our approach, visit our Diversity and Inclusion page.