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About the Role
Wellcome Collection is seeking a Head of Visitor Experience and Museum Operations to lead the Visitor Experience & Museum Operations team. This role is responsible for delivering an outstanding visitor experience while ensuring the safe, efficient, and effective day-to-day operation of Wellcome Collection, fostering a welcoming, inclusive, and engaging environment.
Responsibilities
- Lead the Visitor Experience & Museum Operations team within the Strategy, Operations & Enterprises Directorate, reporting directly to the Managing Director.
- Provide leadership for all aspects of front-of-house and museum operations, ensuring visitors are safe, informed, and supported.
- Collaborate across the organisation to ensure seamless delivery of the daily public programme, exhibitions, and events.
- Balance exceptional customer experience with operational excellence.
- Develop and lead a high-performing team, embedding a culture of continuous improvement, inclusivity, and service excellence.
- Utilize visitor insights and operational data to drive improvements, optimize resources, and enhance the visitor journey.
- Ensure compliance with health and safety, safeguarding, security, and operational policies.
- Contribute to organisational planning and decision-making as a key member of the Strategy, Operations & Enterprises leadership team.
- Partner with colleagues across curatorial, learning, commercial, facilities, security, and public engagement functions.
- Lead and motivate a highly performing Visitor Experience and Engagement team.
- Develop and implement the delivery of a coherent and inclusive visitor experience strategy.
- Lead and support the team to create, deliver, and manage a strong programme of visitor engagement.
- Contribute to strategic and operational planning and management of Wellcome Collection as a member of the Wellcome Collection Leadership Team.
- Oversee all day-to-day operations, ensuring the museum runs safely, efficiently, and in line with its charitable mission.
- Be responsible for overall co-ordination of the venue's response to a building incident/emergency.
- Contribute to Wellcome’s business continuity plan.
Requirements
- Experienced leader passionate about creating exceptional visitor experiences and leading high-performing operational teams.
- Enjoys balancing strategic thinking with operational delivery.
- Confident making decisions in a fast-paced public environment.
- Motivated by creating welcoming, inclusive, and accessible spaces for diverse audiences.
- Significant experience leading visitor experience, front-of-house or museum operations within a cultural, heritage, visitor attraction or customer-facing environment.
- Inspiring people leader with a proven ability to build, develop and motivate diverse teams.
- Proven ability to create a culture of inclusion, accountability and continuous improvement.
- Can confidently lead complex daily operations, balancing visitor needs, commercial priorities, public programming and operational risk.
- Strong stakeholder management skills.
- Enjoys working collaboratively across multiple teams to deliver shared outcomes.
- Calm, resilient and decisive.
- Ability to respond effectively to changing priorities and operational incidents.
- Strong commitment to equity, diversity, accessibility and inclusion.
- Believes that every visitor matters and is excited by the opportunity to shape experiences that are welcoming, engaging and memorable.
- Proven experience leading large visitor-facing or front-of-house teams in a museum, gallery, cultural institution, or comparable high-volume public venue.
- Demonstrated ability to manage both day-to-day operations and contribute to strategic planning.
- Ensuring safe, efficient, and visitor-focused operations.
- Significant experience managing, motivating, coaching, and developing multidisciplinary teams.
- Responsibility for performance management and fostering collaboration.
- Experience leading organisational change, implementing new initiatives, and driving improvements.
- Proven track record of operating at a senior leadership level.
- Influencing stakeholders.
- Delivering results on time and within budget.
Skills
- Visitor Experience
- Museum Operations
- Front-of-house operations
- Team Leadership
- Strategic Planning
- Operational Delivery
- Stakeholder Management
- Collaboration
- Risk Management
- Performance Management
- Change Management
- Continuous Improvement
- Inclusivity
- Accessibility
- Equity
- Diversity
Location
- Euston Road offices
Work Type
- Permanent
- Hybrid
Experience Level
- Senior leadership level
Salary/Compensations
- £56,000.00 - 70,000.00 per annum
Benefits
- Hybrid working
- Flexible working options
About the Company
- Wellcome Collection is a free museum and library that explores the past, present, and future of health through its collections, exhibitions, and events.
- Opened in 2007, it welcomes around 400,000 visitors annually and cares for thousands of items related to health, medicine, and human experience.
- It is part of Wellcome, a charitable foundation supporting science to build a healthier future for everyone.
Equal Opportunity
- Diversity and Inclusion is at the heart of everything we do.
- We are committed to cultivating a fair and inclusive environment, where everyone can be themselves and thrive.
- We work to ensure that our recruitment processes are as inclusive as possible to everyone.
- This includes making adjustments for people who have a disability or long-term condition.