Guest Experience & Service Transformation Lead

Merlin Entertainments; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

33 days holiday (including bankhols)

Merlin Annual Passes - 6 per year (1 +

Merlin Magic Pass - 20 free tickets

Company bonus

Private pension scheme

40% discount LEGO online

25% discount on-site shops/restaurants

Ongoing training and development

Job summary

Merlin Entertainments' Chessington resort is seeking a Guest Experience Specialist to shape and elevate guest journeys across our site. You will work with operational leaders and teams to drive service excellence, embed standards, and deliver meaningful enhancements to the visitor experience.

You will lead experience improvement initiatives, analyse guest feedback and performance data, support transformation projects, and act as accessibility champion to ensure inclusive, safe, welcoming

Qualifications

• Significant experience in guest experience or customer service in multi-site environments.
• Proven track record of leading service improvement initiatives and embedding standards.
• Strong analytical skills to interpret KPIs and feedback for action.
• Experience in project management and transformation support.
• Excellent communication and stakeholder management.

Responsibilities

• Lead guest experience improvement initiatives across the resort.
• Use guest feedback and performance data to identify opportunities for change.
• Support delivery of transformation projects enhancing the visitor experience.
• Act as accessibility champion and embed inclusive practices for all guests.

Skills

Guest experience

Customer service

Operational roles

Service improvement

Analytics

Project management

Stakeholder management

Communication

Influence leaders

Accessibility

Tools

Ticketing systems

Guest feedback platforms

Job description

Merlin Entertainments' Chessington resort is seeking a Guest Experience Specialist to shape and elevate guest journeys across our site. You will work with operational leaders and teams to drive service excellence, embed standards, and deliver meaningful enhancements to the visitor experience.

You will lead experience improvement initiatives, analyse guest feedback and performance data, support transformation projects, and act as accessibility champion to ensure inclusive, safe, welcoming