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Senior Visitor Experience Lead

2 months ago

Belfast, United Kingdom National Trust Full time

About the Role

As a Senior Visitor Experience Officer at Divis & the Black Mountain, you'll play a pivotal role in shaping and delivering exceptional visitor experiences. You'll be responsible for overseeing all aspects of visitor operations, from developing engaging programming to ensuring high-quality service standards across the site.

Your Responsibilities

  • Lead and manage a team of Welcome & Service Assistants and volunteers, fostering a collaborative and supportive environment.
  • Develop and implement an operations plan for the site in alignment with the National Lottery Heritage Fund (NLHF) funded Divis Project.
  • Analyze visitor data and insights to understand audience needs and preferences, championing the visitor voice throughout your work.
  • Oversee the delivery of engaging visitor programming for diverse audiences, collaborating with the Programming & Partnerships Manager.
  • Ensure exceptional service standards across all visitor touchpoints, both onsite and digitally, leading by example and promoting a positive visitor experience.
  • Manage budgets effectively and explore innovative approaches to revenue generation.
  • Collaborate with internal teams and external stakeholders to ensure seamless operations and achieve project goals.

About You

You are a passionate and experienced visitor experience professional with a proven track record of success. You possess excellent communication, interpersonal, and leadership skills, and you thrive in a fast-paced environment. Your commitment to delivering exceptional customer service is unwavering, and you are driven by a desire to create memorable experiences for visitors.

The National Trust Difference

At the National Trust, we believe that everyone deserves access to nature and heritage. We strive to create an inclusive culture where diversity is celebrated, and all voices are heard. Our employees enjoy a range of benefits, including:

  • Substantial pension scheme
  • Free entry to National Trust places for you, a guest, and your children (under 18)
  • Flexible working arrangements
  • Employee assistance programme
  • And more