Director of Visitor Experience

The Participation Team works to give the public a voice and to shape Parliament in the interests of the public. We reach out to communities and audiences across the UK, promoting an understanding of the role and relevance of both Houses, inspiring people to get involved and empowering citizens to have a voice.

The Director of Visitor Experience will have overall strategic responsibility for delivering a high quality experience for all visitors to the UK Parliament. They will directly oversee the work of the Visitor Services and Retail teams and lead collaboration with colleagues across both Houses to ensure a joined up, rich and impactful end to end customer journey. As a senior leader the postholder will contribute to the wider strategy, business planning and success of the Participation team and will play an active role in supporting public engagement and wider strategic objectives of both Houses.

This is unique and exciting opportunity to work in an ambitious, highly skilled and dedicated team; leading change and collaboration with teams across both Houses and working in partnership with stakeholders at all levels, to realise the full scale of our considerable ambition.

The Person

• Experience of senior leadership and management in the heritage, public engagement or visitor attraction sector, with knowledge and understanding of best practice in respect of on-site visitor experiences. Demonstrable understanding of excellence in customer service and with a proven ability to improve and implement an end to end customer journey.
• Proven ability to lead, manage, develop and motivate teams to deliver sustainable change and service improvement in a high-pressured environment, while promoting a culture of diversity and inclusion and ensuring that staff are supported in the delivery of their roles.
• Aptitude in planning, organising and delivering complex, multiple activities; experience of leading on strategy development and implementation of initiatives and projects across more than one team and in partnership with other senior colleagues.

Benefits

• Annual leave starting at 30 days pro rata
• Civil Service Pension scheme
• Interest-free season ticket loan
• Discounted membership of the in-house gym
• All applications must be submitted on a House of Commons application form
• More information on the role and the full criteria can be found on the job description