The humanist at the top of real estate’s automation machine: ‘I happen to despise the term headcount in the world of AI’

Neil Murray, the head of Real Estate Management Services at JLL, does not adopt the language of executives preparing to automate their workforce. As the overseer of an organization comprising over 88,000 people, responsible for maintaining more than six billion square feet of buildings, Murray recoils from corporate jargon when discussing artificial intelligence. He passionately asserts, "I happen to despise the term headcount in the world of AI," deeming it dehumanizing.

Murray's skepticism towards AI's ability to shrink the workforce contrasts with internal JLL staffing data. The company declined to disclose headcount figures ahead of earnings, describing it as "stable" and projecting it to remain flat or grow modestly in 2027. JLL's spokesperson reframed corporate growth, stating, "Stability does not equate to stagnation. In an environment where AI is genuinely improving individual productivity, holding headcount flat while increasing output is actually a meaningful result."

Murray is a rare voice among corporate leaders who believe automation will not diminish his division. "This is my profound belief," he states. "I say that as a leader and as a parent—a profound belief that we will create better jobs, more impactful jobs, more human-centric jobs—and automate some of the jobs that people didn't enjoy doing anyway. The notion that AI will somehow reduce the number of people we have serving this industry is just not right."

Despite Murray's optimism, JLL's internal research reveals a shift in the industry. The 2026 Global State of Facilities Management Report, a survey of 1,321 organizations across 15 countries, suggests a deliberate move away from payroll. While Murray believes technology amplifies human talent, the surveyed organizations plan to adjust their workforce accordingly. The tension lies within the organization's own projections, indicating a potential reduction in headcount despite the company's optimistic stance.