Visitor Experience Manager

National Trust; Isleworth; On-site; GBP 35,000 - 45,000; Full time

Job summary

A prominent heritage conservation organization is seeking a Visitor Experience Manager to enhance visitor engagement at its Osterley Park property. The role requires expertise in managing visitor services within heritage sites, ensuring exceptional visitor satisfaction through high-quality programming. Ideal candidates will have experience in using data to inform practices, as well as leading and developing staff. The position offers a competitive package including a substantial pension scheme, flexible working arrangements, and various employee perks.

Benefits

Substantial pension scheme

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Gym memberships discounts

Flexible working

Qualifications

• Experience in managing visitor services or public engagement in a heritage, museum, or cultural setting.
• Proven ability to use data and feedback to shape inclusive and relevant visitor experiences.
• Experience in leading and developing staff and/or volunteers.

Responsibilities

• Lead visitor engagement programmes including tours, exhibitions, and events.
• Enhance visitor satisfaction through high standards of welcome and interpretation.
• Contribute to shaping the Visitor Experience strategy.

Skills

Visitor services management

Data-driven decision making

Staff leadership

Engaging programme design

Relationship building

Job description

Summary

• Important notice
• In line with our redeployment policy, we’ll prioritise applications from employees who are under formal notice of redundancy.

We are seeking an experienced Visitor Experience Manager (VEM) to play a vital role in leading and shaping the visitor journey at Osterley Park, as well as smaller properties in the group. The successful candidate will ensure that every visitor enjoys an outstanding experience that is welcoming, inclusive, and memorable. The advertised salary is inclusive of an Outer London weighting allowance of £3,315 per annum.

What it's like to work here

You will play a key role in the growth and evolution of the Visitor Experience team within Osterley Park and House; driving excellence in operations, recruitment, training, customer service, and engagement initiatives. With a strong understanding of heritage best practices, you will contribute to shaping the Visitor Experience strategy, ensuring long‑term success and the achievement of key performance indicators (KPIs).

One of the last surviving country estates in London, Osterley Park and House is a vibrant attraction. The high turnaround of visitors means work is fast‑paced, with the team always looking for creative ways to attract greater visitor numbers. Outdoor activities are a key focus, and the estate is part of the National Trust’s Cycle Trail project. Osterley Park enjoys a fantastic location just 20 minutes outside of London, so you can travel here by car or public transport.

Osterley Park and House also has a garden for all seasons - the gardens are divided into three areas to ensure interest all year round and perfect if you're looking for some garden inspiration! The urban eighteenth‑century formal gardens were restored by the National Trust to their original grandeur.

What you'll be doing

As Visitor Experience Manager you will lead a seamless visitor engagement programme across the property group including tours, walks, talks, exhibitions and events - ensuring that all audiences enjoy an exceptional and inspiring experience. By maintaining consistently high standards of welcome, interpretation and storytelling, you will enhance visitor satisfaction and foster memorable experiences.

Who we're looking for

Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below :

• experience in managing visitor services or public engagement in a heritage, museum, or cultural setting
• proven ability to use data and feedback to shape inclusive and relevant visitor experiences
• lead and developed staff and / or volunteers to deliver high‑quality service
• designed or co‑created engaging interpretation and public programmes
• able to build effective relationships with internal teams and external partners to co‑create experiences

Criteria for all other applicants :

• knowledge of storytelling, interpretive planning, and curatorial practices that bring heritage to life.
• ability to develop medium to long‑term plans that align with organisational goals and audience needs
• experience in managing visitor services or public engagement in a heritage, museum, or cultural setting
• proven ability to use data and feedback to shape inclusive and relevant visitor experiences

• lead and developed staff and / or volunteers to deliver high‑quality service
• designed or co‑created engaging interpretation and public programmes
• ability to build effective relationships with internal teams and external partners to co‑create experiences

The package

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

• Substantial pension scheme of up to 10% basic salary
• Free entry to National Trust places for you, a guest and your children (under 18)
• Rental deposit loan scheme
• Season ticket loan
• EV car lease scheme
• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
• Flexible working whenever possible
• Employee assistance programme
• Free parking at most Trust places