With the new ‘Workplace Experience’ service, ISS experts work on-site at the client’s premises to ensure that staff find an inspiring working environment and can focus on what matters most. Two Workplace Experience Managers explain why companies should opt for this forward-looking solution.
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When Philipp Vogel first stepped into the office building of his client, a major bank, he thought, “Wow, you only see stuff like this in movies!” He immediately realized that he wouldn’t just be a service provider here, but a creator of experiences. “I was impressed by the diversity of the people, their needs, and the amenities in the building: prayer and massage rooms, fitness facilities, and relaxation areas. It quickly became clear to me that understanding these different needs here requires real tact and sensitivity.”
Philipp and his colleague Kirstine Rose Arfelt are what are known as Workplace Experience Managers (WEMs). Their job: to create unforgettable experiences in the workplace and actively foster employee engagement. There’s no such thing as a typical workday for them. Kirstine describes it this way: “Most of my work happens in the moment: through observation, conversations, and spontaneous challenges.
Sometimes it’s about solving a technical problem, sometimes about introducing new processes or fine-tuning existing services. I’m constantly moving between planning, communication, and implementation.” Philipp is also aware of the complexity of his role: “You’re the person everything comes together with. You have to be very good at prioritizing and need a solution-oriented mindset.”
The Role That Makes the Difference
ISS Switzerland has been offering the Workplace Experience Manager service since August 2023. As the link between Facility Service Managers, Key Account Managers, and the various stakeholders on the client side, they are the first point of contact for any concerns. Companies that opt for this service are making a conscious investment in their most important resource: their employees. Kirstine knows all too well that workplace experience doesn’t happen by chance: “A workplace becomes an experience when people feel that someone cares about them. It’s not just about technology that works or cleanliness, but about the atmosphere, communication, and small gestures that show: We’re thinking of you.”
A native of Denmark, she joined ISS Switzerland six years ago through the Global Management Trainee Program. What drives her most is her freedom to actively and independently implement changes. “It’s important to really listen and read between the lines - and then take the initiative.” For example, she noticed that there were no facilities for breastfeeding mothers. Without hesitation, she set up a private, quiet breastfeeding room. The feedback was overwhelming.
Philipp, who brings many years of experience as a managing director in the retail sector, also has this eye for optimization and confirms: “Employees want to be seen and understood. Those who offer quick solutions and remain attentive build trust and foster loyalty.” He himself significantly expanded an existing fitness program on his client’s premises and reactivated a barbecue pavilion that had been unused for years - initiatives that had an immediate, tangible impact.
Overcoming Challenges Together
Workplace Experience Managers are therefore key intermediaries. Their role is complex: they balance the needs of employees with the company’s business objectives. “A key challenge in my role is mediation,” says Kirstine. “We often receive requests that are completely understandable from the user’s perspective - but don’t always align with our objectives.”
Philipp understands what she means: “We have to represent the interests of our employer and those of our client. We strive to do the right thing and must be resilient enough to allow for mistakes and learn from them.” The strength of his team supports him in this: “I’m a huge fan of my colleagues. Passion and customer focus are truly lived values here.” Kirstine adds: “We don’t think in silos; instead, we work across departments. This creates a dynamic, efficient atmosphere where solutions emerge quickly.”
From small gestures to big moments of wonder
Small surprises in everyday life are also part of their recipe for success: seasonal promotions, a warm welcome after a long absence, or simply a friendly chat in the hallway - these are the moments that make all the difference. “It’s often the little things that have a big impact,” confirms Kirstine. But investing in workplace experience is far more than just a matter of comfort - it directly contributes to key business objectives.
Kirstine explains: “We help clients create workplaces where employees are motivated, happy, and productive.” The combination of strategic consulting, operational efficiency, and targeted experiential offerings boosts productivity. When Kirstine and Philipp succeed in finding an economically viable solution without compromising quality, they’re both satisfied. Restructuring the cleaning schedule was one such solution. “Improvements like these often have a greater wow factor than a one-time initiative - because they have a lasting impact and create real added value,” explains Kirstine.
An Investment in Employer Branding
The future of the workplace is already here. A well-designed workplace not only retains top talent and creates satisfied employees, but also strengthens the employer brand in the long term. Philipp sums it up perfectly: “It’s about creating a sustainable work environment that perfectly combines culture, space, and technology - one where employees are understood and feel valued.”
KIRSTINE ROSE ARFELT (31)
Background: MSc in Business Administration & Psychology, with ISS since 2019
Personality: optimistic, solution-oriented, empathetic
Favourite spot: The courtyard, with a view of the buildings she looks after
Personal insight: “I see every challenge as an opportunity for improvement. Small changes often have the biggest impact.”
PHILIPP VOGEL (38)
Career: Managing director in the retail sector, owner of a children’s shop; joined ISS in August 2024, initially as a Facility Service Manager and shortly afterwards as a WEM
Passion for service: “Bringing joy to people is my passion – and has been for over 20 years.”
Superpower: He draws strength from his wife and children (aged 3 and 7).
Memorable experience: “The incredible team spirit shown by my team in critical situations – that makes me proud.”
“The combination of strategic consulting, operational efficiency, and targeted experiential offerings boosts productivity.”
Kirstine Rose Arfelt
In the newly designed nursing room, Kirstine and Philipp discuss their achievements.