Visitor Experience Coordinator

National Portrait Gallery; Canberra; In loco; AUD 80.000 - 110.000; Tempo pieno

Descrizione del lavoro

The National Portrait Gallery in Australia is seeking a Visitor Experience Coordinator to lead a frontline team and oversee onboarding, training and coaching to foster an inclusive, service-oriented culture. You will ensure welcoming, person-centred visitor interactions across all touchpoints.

The role also coordinates staffing and operational systems to support visitor programs, and contributes to developing high-quality tours and experiences for diverse audiences, in collaboration with

Competenze

• Experience leading frontline visitor services teams.
• Ability to design and implement onboarding and training programs.
• Excellent communication and stakeholder engagement skills.

Mansioni

• Lead and mentor the frontline team through onboarding, training and coaching.
• Coordinate staffing and scheduling for visitor services and programs to ensure smooth operations.
• Develop, deliver and quality-assure tours and experiences for diverse audiences.
• Plan and deliver projects to improve visitor experience and operational performance.

Conoscenze

People leadership

Onboarding

Training & coaching

Stakeholder engagement

Descrizione del lavoro

1. 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. 2. 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. 3. 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. 4. 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.

The National Portrait Gallery reflects the face of Australia. Through portraiture, we tell Australian stories and increase understanding and appreciation of Australian people – their identity, history, culture, creativity and diversity.
We are open 364 days a year and welcome visitors to experience exhibitions drawn from our collection, alongside commissioned and loaned artworks, and to participate in a diverse range of public and educational programs. Through onsite experiences and digital engagement, we connect both in-person and online audiences with the stories that shape our nation. The Gallery also offers venue hire for private and corporate events and houses a café and bookstore.
We are committed to providing a child-safe and child-friendly environment, fostering an inclusive culture, and maintaining a safe workplace. Our staff actively contribute to the wellbeing, safety and positive experience of our visitors and each other.
The Gallery values diversity and equal opportunity. We encourage applications from Aboriginal and Torres Strait Islander people, LGBTQIA+ communities, people with disability, and people from culturally and linguistically diverse backgrounds.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.