Guest Experience & Accessibility Champion

Merlin Entertainments; Ewell; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

33 days holiday including bank

Merlin Annual Passes

Private pension scheme

Company bonus

Discount on LEGO online

On-site discounts

Job summary

Merlin Entertainments seeks a Guest Experience Specialist at Chessington World of Adventures to shape and elevate guest journeys across the resort. You will lead experience improvement initiatives, analyse guest feedback, and partner with site teams to drive service excellence and transformation projects.

You will also champion accessibility, ensuring inclusive practices are embedded, creating a safe, welcoming, and memorable experience for every guest in a fast-paced, dynamic environment.

Qualifications

• Significant experience in guest experience, customer service, or operational roles within multi-site or complex environments.
• Proven track record of leading service improvement initiatives and embedding operational standards.
• Strong analytical skills, with the ability to interpret KPIs, guest feedback, and complaint data to identify trends and drive actionable improvements.
• Experience in project management and supporting transformation or operational change initiatives.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to influence, coach, and upskill operational leaders to consistently deliver high-quality guest experiences.
• Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.
• Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail and operational consistency.

Responsibilities

• Lead guest experience improvement initiatives and embed service standards across the resort.
• Use guest feedback and performance data to identify opportunities for change.
• Support the delivery of transformation projects to enhance the visitor experience.
• Act as accessibility champion and embed inclusive practices for all guests.
• Collaborate with site teams and stakeholders to drive service excellence.
• Coach operational leaders to consistently deliver high-quality guest experiences.

Skills

Guest experience

Customer service

Operational roles

Service improvement

Project management

Communication

Stakeholder management

Accessibility awareness

Data analysis

Ticketing systems

Job description

Merlin Entertainments seeks a Guest Experience Specialist at Chessington World of Adventures to shape and elevate guest journeys across the resort. You will lead experience improvement initiatives, analyse guest feedback, and partner with site teams to drive service excellence and transformation projects.

You will also champion accessibility, ensuring inclusive practices are embedded, creating a safe, welcoming, and memorable experience for every guest in a fast-paced, dynamic environment.