Visitor Experience Coordinator

National Portrait Gallery of Australia; Canberra; In loco; AUD 85.000 - 110.000; Tempo pieno

Descrizione del lavoro

National Portrait Gallery of Australia in Canberra is seeking a Visitor Experience Coordinator to lead a frontline team, oversee onboarding and training, and ensure inclusive, memorable visitor interactions. You will coordinate staffing, deliver tours, and drive service improvements across public programs.

The role reports to the Visitor Experience Manager and contributes to operational performance, safety, accessibility and high-quality visitor experiences in a dynamic museum environment.

Competenze

• Experience engaging diverse audiences in public-facing environments.
• Experience leading and managing diverse teams; inclusive culture.
• Strong interpersonal and written/verbal communication; escalation handling.

Mansioni

• Lead frontline team through onboarding, training and coaching.
• Coordinate visitor services staffing and program delivery.
• Develop, deliver and quality-assure tours and experiences.
• Plan and deliver projects related to visitor experience or operational improvement.
• Coordinate visitor feedback, escalations and incident response.
• Ensure public-area presentation and communicate gallery information; promote safety and accessibility.

Conoscenze

People leadership

Operational leadership

Tour development

Project management

Stakeholder management

Visitor experience

Descrizione del lavoro

National Portrait Gallery of Australia - Parkes ACT

The Visitor Experience Coordinator is a pivotal role that underpins the Gallery's commitment to delivering high-quality visitor experiences. As an operational and cultural leader within a frontline team of 12+, the position builds team capability through the delivery and oversight of onboarding, training and coaching programs that promote professional growth and a positive team culture. This position ensures that every touchpoint is welcoming and inclusive; every visitor interaction is person-centred and memorable.

The role provides day-to-day operational leadership, coordinating staffing resources, fostering a visitor-focused culture. It maintains effective operational systems, documentation and records to support efficient operations, informed decision-making and business continuity.

Reporting to the Visitor Experience Manager, the Visitor Experience Coordinator contributes to and implements initiatives that enhance visitor experiences, strengthen operational performance, and supports the Gallery to achieve service excellence.

The Visitor Experience Coordinator is a pivotal role that underpins the Gallery's commitment to delivering high-quality visitor experiences. As an operational and cultural leader within a frontline team of 12+, the position builds team capability through the delivery and oversight of onboarding, training and coaching programs that promote professional growth and a positive team culture. This position ensures that every touchpoint is welcoming and inclusive; every visitor interaction is person-centred and memorable.

The role provides day-to-day operational leadership, coordinating staffing resources, fostering a visitor-focused culture. It maintains effective operational systems, documentation and records to support efficient operations, informed decision-making and business continuity.

Reporting to the Visitor Experience Manager, the Visitor Experience Coordinator contributes to and implements initiatives that enhance visitor experiences, strengthen operational performance, and supports the Gallery to achieve service excellence.

The key duties of the position include:

Specific Tasks

• People leadership and capability development - Lead and support the frontline team through onboarding, training, mentoring and coaching, fostering a culture of collaboration, inclusion and continuous improvement while building capability and service excellence.
• Operational leadership and staffing coordination - Coordinate the delivery of visitor services and programs, ensuring effective staffing, prioritisation of work areas, and the maintenance of operational systems and documentation.
• Tour and Experience development - Contribute to the development, delivery and quality assurance of tours and experiences, ensuring engaging, inclusive and high-quality experiences for diverse audiences.
• Project management and service improvement - Plan, coordinate and deliver projects related to visitor experience, public programs or operational improvement, collaborating with internal stakeholders and external partners to achieve successful outcomes.
• Visitor sentiment and issue management - Coordinate visitor feedback, escalations and responses, serving as a key contact for the management and resolution of issues and support incident and emergency response. Contribute to reporting and insights that support service improvement and informed decision-making.
• Venue presentation and visitor information - Ensure consistent public-area presentation and coordinate visitor engagement touchpoints that enhance the visitor experience and effectively communicate gallery, exhibition and program information, and contribute to a safe, accessible and welcoming environment.

Eligibility

• Demonstrated experience engaging diverse audiences (including large groups and visitors with varying access and support needs), preferably in a public-facing environment.
• Demonstrated experience leading and managing diverse teams, fostering a positive and inclusive culture while delivering high-quality visitor or customer experiences.
• Highly developed interpersonal, written and verbal communication skills, including experience managing escalated situations, and building productive relationships with internal and external stakeholders.
• Proven experience developing frameworks of tours, experiences or other audience-focused experiences.
• Demonstrated knowledge of, and ability to apply, the APS Values and Code of Conduct, participative management practices, workplace diversity principles, child safety practices, and workplace health and safety obligations.

Desirable Knowledge, Skills and Experience

• Knowledge of, or demonstrated ability to interpret, visual arts practice and an appreciation of the Gallery's collection, exhibitions and public programs.

Notes

Additional Notes

• To be eligible for this role, you must
• Hold Australian Citizenship
• Satisfy a police check, and
• Hold a Working with Vulnerable People (ACT) (or the ability to obtain and maintain).
• Possession of a valid First Aid certificate.

Applications close at midnight on Wednesday 25 November 2026.

Getting to know the National Portrait Gallery of Australia

We acknowledge the Ngunnawal and Ngambri peoples, the Traditional Custodians of the Canberra region, upon whose lands the National Portrait Gallery stands.The National Portrait Gallery reflects the face of Australia and increases understanding and appreciation of Australian people and their stories through the art of portraiture. Guided by our values of creativity, innovation, inclusivity and integrity, our purpose is to develop a national portrait collection and provide the broadest possible access to all Australians. We do this through presenting engaging exhibitions and live and educational programs onsite in our award-winning building in Canberra, offsite across Australia, and on demand.The Gallery is a dynamic and inclusive workplace and recognises the great contribution of our team. We're committed to the health, safety and wellbeing of our team and our visitors, and to sustaining a safe workplace and inclusive culture. We support flexible working practices, including working from home, and respect family and caring responsibilities.The Gallery is committed to equal opportunity and diversity. We welcome applications from First Nations people, LGBTQIA+ people, people with a disability, and people from culturally and linguistically diverse backgrounds.