Visitor Experience Manager

NATIONAL TRUST; Reading; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading heritage organization in the UK is looking for a Visitor Experience Manager to enhance visitor engagement through innovative programming and storytelling. You will collaborate across departments to create memorable experiences and manage a team dedicated to delivering high-quality services. The ideal candidate will have a strong background in audience engagement and team leadership. Join us in creating inclusive and community-focused experiences.

Benefits

Substantial pension scheme of up to 10%

Free entry to National Trust places

Rental deposit loan scheme

Flexible working

Employee assistance programme

Qualifications

• Proven ability to work across departments and with external partners.
• Demonstrated experience in developing creative approaches to interpretation.
• Understanding of how to design and deliver programming for diverse audiences.

Responsibilities

• Lead the development of a visitor experience plan.
• Improve service, access, and interpretation based on audience insights.
• Manage and develop a team of staff and volunteers.

Skills

Team Leadership

Data and Research Utilization

Storytelling

Interpretive Planning

Understanding Diverse Audiences

Job description

Important notice

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

We’re looking for a Visitor Experience Manager to lead on programming and visitor experience at Thames Valley. If you’re audience-focused, collaborative, and ready to make a lasting impact, this could be the perfect opportunity for you.

What it's like to work here

You’ll be part of a dynamic property leadership team, working in a place where people and nature come together. We care deeply about our heritage and the communities we serve, and we’re committed to creating welcoming, engaging, and inclusive experiences for everyone. You’ll work closely with colleagues across departments, volunteers, and external partners to co-create experiences that reflect both national priorities and local relevance.

What you'll be doing

As Visitor Experience Manager, you’ll lead the development of a visitor plan that delivers welcoming, memorable experiences aligned with the property’s strategic goals. Using audience insight and feedback, you’ll improve service, access, and interpretation, ensuring quality and consistency across the site. You’ll design inclusive programming and storytelling, working with internal teams and external partners to co-create engaging content.

You’ll manage and develop a team, championing inclusive practice and collaborative working with volunteers and apprentices. As part of the property leadership team, you’ll contribute to business planning, oversee commercial performance, and take on duty management responsibilities.

Who we're looking for

We'd love to hear from you if you have the following :

• Proven ability to work across departments and with external partners to co-create visitor experiences that reflect shared goals and values.
• Demonstrated experience in developing and implementing creative approaches to interpretation and programming that increase engagement and deepen visitor connection to place.
• Understanding of how to use data and research to shape inclusive, relevant, and engaging visitor experiences.
• Team Leadership: Demonstrated ability to lead, develop, and inspire teams of staff and volunteers.
• Knowledge of storytelling, interpretive planning, and curatorial practices that bring heritage to life.
• Understanding of how to design and deliver programming that appeals to broad and diverse audiences.
• Ability to develop medium to long-term plans that align with organisational goals and audience needs.

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 :

• Understanding of how to use data and research to shape inclusive, relevant, and engaging visitor experiences.
• Team Leadership: Demonstrated ability to lead, develop, and inspire teams of staff and volunteers.
• Knowledge of storytelling, interpretive planning, and curatorial practices that bring heritage to life.
• Understanding of how to design and deliver programming that appeals to broad and diverse audiences.
• Ability to develop medium to long-term plans that align with organisational goals and audience needs.

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