Overview
With approximately 80 Visitor Experience Assistants and over 50 Welcomer Volunteers, the Visitor Experience department is the largest team in the museum and is responsible for welcoming and engaging all visitors, supporting delivery of exhibitions, programmes and events and maximising income from tickets, membership sales and donations.
Between them, our three Assistant Visitor Experience Managers have responsibility for all public areas of the museum day-to-day and are committed to providing the best welcome, engagement and customer service to our visitors, whilst supporting teams across the museum in ensuring the building is always well-presented and safe.
Job scope
The Design Museum is looking for an experienced and energetic Assistant Visitor Experience Manager who can enthuse, motivate, and engage our fantastic team of Assistants and Volunteers, and deliver the best welcome, engagement and customer service to all visitors.
Job description
* The full job description/person specification is available to download from our careers portal vacancy posting.
Leadership
* Lead the Visitor Experience team across the museum, including gallery positions, visitor welcome, interactive and engagement positions and at museum events.
* Support in the engagement delivery of training initiatives that inspire the team and support an excellent visitor experience and income generation through ticket sales, membership, donations, and upselling.
* Share line management of the permanent Visitor Experience Assistants, holding regular formal and informal 1-2-1 sessions, supporting the appraisal process and in preparing engagement research material and training sessions for exhibitions.
Operations
* Work collaboratively across the visitor experience management team to ensure the department master rota is maintained effectively, within agreed staffing levels for core museum activity, public programme and events.
* Proactively manage the rota to address any staff shortages, sickness or short-notice requests for support from other teams.
Visitor Experience
* Model how to achieve the museum's standards of service, welcome, engagement and up-selling culture for all Visitor Experience team members. Understand who the museum's audiences are and support the team to meet and exceed their expectations.
* Support the team with visitor experience training and share appropriate upselling techniques to enable KPI targets to be met.
Duty management
This role requires regular early starts and late finishes on a rota basis. The ability to manage administrative work alongside the shift pattern is essential. The post-holder will work regular weekend and bank holiday shifts. The ability to travel to the museum at varied times of day is essential.
[A list of duty management responsibilities can be found within the job description PDF on the vacancy page.]
Person specification
Essential - Experience, Skills and Knowledge
* Experience of delivery of excellent customer service in a public-facing environment with practical experience of leading and motivating customer-facing teams and individuals.
* Duty management experience, including health and safety, security and cash handling responsibility in a public-facing environment.
* Prior experience in managing volunteers.
* To have a confident, friendly, and problem-solving attitude, especially in front of large groups of people and in high-pressure situations.
* Understanding of how principles of diversity and accessibility apply to a public-facing organisation
* A passion for exceeding visitor expectations, willingness to go beyond core duties to ensure an excellent experience and achieve this culture in others.
Salary: up to £28,875 per annum, dependent on experience
Holidays: 33 days bank holidays) & Christmas Eve (museum closed)
Hours: 35 hours/ 5 days per week, on a rota basis, including weekends, evenings, and bank holidays
Location: On-site at the Design Museum, Kensington
Closing date: Sunday 21 September (midnight)
Interviews: Monday 29 September onwards
Application process
For all the latest job vacancies at the Design Museum, please visit our Careers page to apply via our online portal: []
If you encounter any issues while completing your application, please email before the vacancy closing date. We will be in touch as soon as possible; (please note the inbox is monitored Monday-Friday).