ISS has recently started employing Workplace Experience Managers at several Swisscom sites. Their role is to identify needs even before our client’s employees do. Jamina Zeciroski, Sahra Naaama and Kim Ferguson explain how this works.
The COVID-19 pandemic is definitely a thing of the past. Yet its effects are still being felt. Many companies are now faced with the question of how to increase occupancy in their buildings again now that their employees have grown accustomed to working from home. In addition, the work culture is changing as a result of generational shifts. Positive workplace design can boost employee productivity and satisfaction and reduce turnover.
This is where Workplace Experience Managers (WEMs) come in: Their job is to design the work environment in such a way that the daily commute to the office becomes an experience. And they ensure that necessary technologies are seamlessly integrated to improve collaboration and communication.
KIM FERGUSON has been with ISS for four years and has been working as a WEM since January 2025. Previously, she was an Event Coordinator on another ISS assignment.
Jamina, Sahra, and Kim take on this role at various Swisscom locations. “We’re on-site every day, reaching out to employees and trying to identify their needs even before they do,” says Sahra. This can involve simple things like a boring selection in the snack vending machine or the temperature in an office being too low. Or it can involve more complex issues, such as the misallocation of certain spaces.
At the same time, the WEMs act as an interface between Swisscom employees, Corporate Real Estate Management (CREM), and the other service providers working at the locations. If something isn’t running smoothly - for example, if a package is left lying around for too long or a supplier is blocking an important entrance - the WEMs can reach out and politely point out the issues. “This takes the pressure off Operations and CREM,” explains Jamina.
“It’s important to us that ISS’s Workplace Experience Managers have a visible presence on-site, build relationships with users
and maintain them. Everything comes together through them, and we expect them to walk through the building with their eyes open and act based on needs. They should notice discrepancies and opportunities for improvement before anyone else, because they play one of the most important roles in the building and act as hosts.”
Roland Kinner, Head of Portfolio Management at Swisscom
JAMINA ZECIROSKI has been employed by ISS as a WEM since November 2024. Prior to that, she worked in the hospitality industry and for a recruiting firm.
Services for Tech Enthusiasts
For Irène Kirwan, Strategic Director of Program Management & Innovation at ISS, however, it’s clear that the task goes beyond simply solving problems efficiently. What’s important, she says, is that WEMs create a certain element of surprise and consistently offer employees something new. “The experience must be curated,” says Irène.
But how does that work in practice for a client like Swisscom? A client that, on the one hand, as a government-affiliated organization, must adhere to certain guidelines regarding security and employee relations, and on the other hand, operates in a creative and highly competitive industry? Irène gives an example:
“Artificial intelligence is a huge topic right now, and Swisscom wants to make an impact with it, too. We have to take that into account in our work.”
ISS has therefore commissioned the development of an app that uses IoT sensors to measure occupancy in buildings, floors, and specific rooms, analyzes the data using AI, and calculates future capacity utilization. This information is made available to employees so they can choose the best and most efficient work environment for themselves. For example, if there are longer wait times in the restaurant, employees are notified in a timely manner. “Swisscom is a tech company. For us, that means offering things that are also exciting for tech enthusiasts.”
SAHRA NAAAMA has been with ISS for eight years. Before taking on her role as WEM in March 2025, she served as Customer Service Manager, among other positions.
Putting Service First
Jamina, Sahra, and Kim work in Bern and Zurich, so they deal with different buildings, teams, and requirements. Nevertheless, they regularly share insights so that everyone can benefit from their experiences. However, they only started this a few months ago. As a result, much of it is still new and can be worked out together with the points of contact at Swisscom. “We’re allowed to contribute and get involved,” says Jamina. “I like that creative element.” The three also note that the work is very varied. “Sometimes it’s quiet all day, and then in the evening things suddenly get hectic,” says Sahra. That makes the job challenging, but also very exciting.
The WEMs work together with the on-site ISS operational teams at their respective locations. The three agree that the property managers, in particular, are a great help - for example, with questions about building services. As for themselves, they need to bring self-organization and a customer-focused mindset above all else. “You have to have that service mindset,” says Kim, who, like Jamina, originally comes from the hospitality industry. Everything else - such as the necessary expertise in facility services - can be learned on the job. “Employees are people, and it’s important that we see them as people,” adds Sahra. At the same time, they also want to be visible as individuals and not merely as anonymous service providers. “Employees should know that they can come to me - Sahra - and that I take their needs seriously.”