Visitor Experience Leader - Training, Tours & Operations

National Portrait Gallery of Australia; Canberra; On-site; AUD 85,000 - 110,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

People leadership

Operational leadership

Tour development

Project management

Stakeholder management

Visitor experience

Job description

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.