Head of Visitor Experience

4 weeks ago

Canberra, Australia ClearCompany Full time

The Museum is seeking an experienced leader with a strong track record in visitor experience and audience engagement. The Head of Visitor Experience is responsible for the effective management of visitor experience at the Museum. Responsibilities include providing senior leadership across the Museum's education, public programs and visitor services functions, translating strategy into coordinated action, overseeing the Museum's daily public experience and ensuring consistent delivery standards across all visitor touchpoints.

Reporting to the Deputy Director Visitor Experience, the role directly manages five EL1 leaders responsible for education, digital education, public and strategic programs and front-of-house services. The Head of Visitor Experience drives integration across these areas to ensure a cohesive, audience-first experience that supports learning, accessibility, inclusion and visitor engagement. It also plays a critical role in building staff capability, fostering collaboration, and managing logistics and delivery across a high-volume, high-visibility portfolio.

Responsibilities

- Provide operational leadership across the breadth of the Museum's visitor experience, including education, public programs, and front-of-house programs and services.
- Lead a team of five EL1 managers, fostering alignment, collaboration and high standards of service and program delivery.
- Manage operational logistics, budgets and workforce coordination, balancing resources and staff capability across a dynamic, high-volume visitor environment.
- Oversee the day-to-day onsite and online visitor experiences to ensure they are delivered in a way that is safe, inclusive, on-brand and reflective of audience needs and Museum values.
- Implement and monitor business unit work plans and related budgets, reporting against delivery milestones, risks, performance targets and budget allocations.
- Champion continuous improvement, safe work practices, accessibility and cultural safety, embedding these principles into daily practices, programs and staffing.
- Collaborate with internal stakeholders, including exhibitions, collections, curatorial and First Nations teams to ensure alignment between program content and institutional direction.
- Lead the development of strong relationships with external partners and community groups and foster collaboration to bring different perspectives and encourage community engagement with Museum programs and experiences.
- Contribute to strategic planning and policy development, supporting the Deputy Director, Visitor Experience with insight into operational delivery, risks and resourcing.
- Demonstrate a strong commitment to Work Health and Safety (WH&S) by actively supporting a positive safety culture, following the Museum's WHS policies and procedures, and complying with reasonable instructions to ensure alignment with the Work Health and Safety Act 2011.

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