Technology
JLL’s Neil Murray Says AI Won’t Trim Workforce Even as Automation Grows
JLL's real‑estate head Neil Murray says AI will create better jobs, while the firm’s report shows stable headcount, rising tech spend and outcome‑based contracts.
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JLL’s head of Real Estate Management Services, Neil Murray, told Fortune that artificial intelligence will not lead to a reduction in his division’s workforce, even as automation expands across the commercial‑property sector.
Murray oversees more than 88,000 employees who keep roughly six billion square feet of buildings operational. He criticized the phrase “headcount” in AI discussions, saying it “dehumanizes what we’re talking about,” and argued automation will create higher‑value, human‑centric roles rather than eliminate jobs.
JLL did not disclose exact growth figures for the unit, but said headcount has remained stable and is expected to stay flat or grow only modestly through 2027. A company spokesperson added that stability “does not equate to stagnation,” because AI‑driven productivity can raise output without adding staff.
The company’s 2026 Global State of Facilities Management Report, based on a survey of 1,321 organizations in 15 countries, found 89% of respondents expect facility‑management budgets to shift from labor to technology, and 87% anticipate outsourcing contracts moving to outcome‑based pricing by 2030, a model that decouples revenue from the number of workers.
Adoption of robotics is projected to jump from 37% today to 71% by 2030, driven by purpose‑built tools such as autonomous floor scrubbers, robotic lawn‑care units and remote security systems. These machines target roles like cleaners, security staff and access‑control personnel rather than licensed HVAC engineers.
Labor scarcity reinforces Murray’s outlook: 68% of surveyed firms said skilled‑trade shortages disrupted operations in the past year, and the broader economy will need an estimated 1.7 million tradespeople each year through 2035, even though only 9% of high‑school students currently consider a trade career.
Why it matters: Flat headcount combined with rising tech spend and outcome‑based contracts suggests JLL can boost productivity without layoffs, while automation may reshape specific job categories within commercial real estate.