Customer Experience Officer

National Gallery Of Canada; Ottawa; On-site; CAD 60,000 - 70,000; Full time

Job summary

The Customer Experience Officer at the National Gallery of Canada in Ottawa serves as the primary contact for visitors, answering inquiries about programs, exhibitions, facilities and services. Working from the Gallery’s Contact Centre and Group Reception Desk, you will actively inform guests and promote the Gallery’s offerings.

Responsibilities include describing exhibitions, guiding tours, selling tickets and memberships, and supporting group visits while maintaining a welcoming, informative

Qualifications

• Post-secondary education in art, art history, or visual art.
• 2–3 years of customer service experience.
• Experience with visitor-facing databases and ticketing systems like Galaxy and MS Dynamics.

Responsibilities

• Answer visitor inquiries and provide information on programs, exhibitions, facilities and services.
• Promote and sell gallery programs, tours, tickets and memberships.
• Assist with group visits and ticketing procedures.
• Respond to questions about exhibitions and the Gallery's collections, including social channels.

Skills

Interpersonal skills

Leadership

Reliability

Judgment

Integrity

Team player

Education

Post-secondary education in art or art history

2–3 years customer service experience

Experience with Galaxy and MS Dynamics

Tools

Galaxy

MS Dynamics

Job description

• 1 determinate, full-time position (37.5 hours per week) , from September 26, 2026, to March 31, 2027.
• 1 on-call position from September 26, 2026, to March 31, 2027, with possibility of renewal.

You must be available to work days, evenings, weekends and statutory holidays.

Classification: Band 3

Salary: $ 59,614 - $ 70,105/Year (Hourly rate starting at $ 30.57 /hour)

Number of Positions available: 2

Affiliation: P.S.A.C

location: On-site, National Gallery of Canada, 380, Sussex Drive, Ottawa, ON

Job Summary

The Customer Experience Officer serves as a primary point of contact between the Gallery and the public. Working in the Contact Centre and at the Gallery’s Group Reception Desk, this position is responsible for actively offering comprehensive information regarding programs, activities, facilities, and services, as well as providing information on the Gallery’s organization, exhibitions, and collections, and responding to questions on the Gallery's social media channels.

The Officer contributes to the Gallery’s revenue generation efforts by promoting and selling the programs, activities, thematic tours, and services related to Gallery activities, including ticketing, membership, and group visits.

Requirements

Education

• A post-secondary education, preferably in art, art history or visual art or an acceptable combination of education, experience and training.
• 2-3 years’ experience in a field related to customer service for the general public
• 2 years using visitor facing database systems and ticketing systems such as Galaxy and MS Dynamics

Skills / Abilities

• Excellent interpersonal skills, initiative, leadership, reliability, judgment, integrity and a team player.
• Ability to remain calm and diplomatic in all situations, including dealing with difficult customer complaints.
• Knowledge of art and art history in order to explain basic concepts, art practices and methods to interested visitors.

Condition of Employment

• Successful candidates will be required to meet the language requirement for the position by completing a language evaluation.
• Reliability Status - this factor is not used at the pre-selection stage.

Additional Information

• A variety of assessment tools may be used to assess candidates.
• Alternative selection tool methods and/or reasonable accommodation are available upon request.
• Candidates are entitled to participate in the selection process in the official language of their choice.
• Note: Applicants selected for interviews will receive email correspondence from the People, Culture and Belonging team at the National Gallery of Canada.

Values

The National Gallery of Canada is dedicated to fostering an inclusive environment that values and celebrates the diverse life experiences, voices, and histories of all individuals. We encourage applications from individuals belonging to Indigenous, Black, and racialized communities, women, persons with disabilities, and members of 2SLGBTQI+ communities.