Assistant Visitor Experience Manager

THE DESIGN MUSEUM; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid working 60/40

Season ticket loan

Cycle to work scheme

Pension scheme

Holiday entitlement 25+ days

Job summary

The Design Museum is seeking an Assistant Visitor Experience Manager to lead a team of Visitor Experience staff and volunteers, ensuring outstanding welcome and service at a busy public museum in London.

Reporting to the Visitor Experience and Operations Manager, you will help run day-to-day operations, oversee duty management, recruit and train staff, and drive excellent customer service across all roles and shifts.

Qualifications

• Experience leading customer-facing teams or volunteers.
• Duty management experience including rotas and safety responsibilities.
• Strong communication, organisation and problem-solving skills.
• Excellent IT skills with Microsoft Office proficiency.

Responsibilities

• Lead and motivate Visitor Experience Assistants and Volunteers across the museum.
• Manage daily rotas and staffing to support operations.
• Undertake duty management duties, health and safety and emergency procedures.
• Support delivery of visitor experiences, engagement activities and events.
• Contribute to membership, donation and ticket sales targets through service excellence.

Skills

Team leadership

Duty management

Customer service

Communication

IT proficiency

Diversity & inclusion

Tools

Microsoft Office

Job description

Overview

The Design Museum is the world's leading museum devoted to contemporary design in every form, from architecture and fashion to graphics, product design and digital innovation.

We are looking for an experienced and energetic Assistant Visitor Experience Manager to help lead and motivate our Visitor Experience team, ensuring every visitor receives an exceptional welcome and experience at the museum.

This is an exciting opportunity for someone with experience leading customer-facing teams who enjoys developing others, managing operations and creating engaging visitor experiences in a busy public-facing environment.

About the role

Reporting to the Visitor Experience and Operations Manager, you will support the day-to-day operation of the museum, undertaking duty management responsibilities and helping to lead a team of Visitor Experience Assistants and Volunteers.

You will play a key role in ensuring the team delivers outstanding customer service, maintaining effective staffing rotas, supporting recruitment and training, and helping to ensure the safe and efficient running of the museum.

Key areas of focus include:

• Leading and motivating Visitor Experience Assistants and Volunteers across the museum.
• Managing daily rotas and staffing requirements to support museum operations.
• Undertaking duty management responsibilities, including health and safety and emergency procedures.
• Supporting the delivery of excellent visitor experiences, engagement activities and events.
• Contributing to membership, donation and ticket sales targets through excellent service delivery.

About you

We are looking for someone who brings:

• Experience motivating, developing and supporting teams or volunteers to deliver excellent visitor experiences.
• Duty management experience, including managing rotas and responsibility for health and safety and security in a busy operational environment.
• Strong communication, organisation and problem-solving skills, with the ability to remain calm under pressure.
• Excellent IT skills, including proficiency in Microsoft Office applications.
• An understanding of diversity, accessibility and inclusive customer service.

The complete job description (including the person specification) is available to download on this page.

Terms and Conditions

Salary: Up to£31,090 per annum

Holidays: 33 days (25 days + 8 bank holidays) & Christmas Eve (museum closed)

Hours: 35 hours / 5 days per week, on a rota basis, including weekends, evenings, and bank holidays

Location: on-siteat the museum

Closing date: Sunday 11 October (midnight)

Interviews: Wednesday 21 October + Thursday 22 October

Queries

If you encounter any issues while completing your application, please email [e-mail] before the vacancy closing date. We will be in touch as soon as possible; (please note the inbox is monitored Monday-Friday).

Assistant Visitor Experience Manager

Kensington, Kensington & Chelsea, Greater London, United Kingdom

W8

Up to £31,090 per annum

Permanent - Full-time

Posted yesterday

Closing date: 12/10/2026

Documents

Assistant Visitor Experience Manager_Job Description.pdf

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• 25 days holiday, rising to 26 days (after two years' of service) and 27 days (after five years' of service)
• Hybrid working, 60% museum, 40% remote and annually two weeks fully remote
• Core hours and flexible working, including part-time and compressed hours
• Season ticket loan, tenancy deposit loan, cycle to work scheme
• Access to a defined contribution pension scheme
• Enhanced maternity and paternity leave
• Free museum entry for friends and family
• Discounts in the museum shops and cafes
• Free entry to other galleries and museums
• Employee assistance programme

The museum pro-actively seeks to collaborate with institutional partners, individuals, and networks to realise its commitment to build a culturally diverse workforce. We positively encourage applications from underrepresented groups and consider candidates who are suitably qualified and eligible regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Assistant Visitor Experience Manager

Kensington, Kensington & Chelsea, Greater London, United Kingdom

Up to £31,090 per annum