Head of Visitor Engagement

Job SummaryTo lead Serpentine's Visitor Experience strategy and standards, ensuring every visitor receives an inclusive, engaging and high-quality experience. The role provides strategic leadership to the Visitor Engagement team and champions the visitor perspective across the organisation.Job DescriptionSerpentine is seeking an ambitious, supportive and innovative leader to join the Audiences team as our Head of Visitor Engagement.This is a key role at an important moment of transformation for visitor experience at Serpentine. We are evolving the team from a primarily…

Job Summary

To lead Serpentine’s Visitor Experience strategy and standards, ensuring every visitor receives an inclusive, engaging and high-quality experience. The role provides strategic leadership to the Visitor Engagement team and champions the visitor perspective across the organisation.

Job SummaryTo lead Serpentine's Visitor Experience strategy and standards, ensuring every visitor receives an inclusive, engaging and high-quality experience. The role provides strategic leadership to the Visitor Engagement team and champions the visitor perspective across the organisation.Job DescriptionSerpentine is seeking an ambitious, supportive and innovative leader to join the Audiences team as our Head of Visitor Engagement.This is a key role at an important moment of transformation for visitor experience at Serpentine. We are evolving the team from a primarily…

Job Summary

To lead Serpentine’s Visitor Experience strategy and standards, ensuring every visitor receives an inclusive, engaging and high-quality experience. The role provides strategic leadership to the Visitor Engagement team and champions the visitor perspective across the organisation.

Job Description

Serpentine is seeking an ambitious, supportive and innovative leader to join the Audiences team as our Head of Visitor Engagement.

This is a key role at an important moment of transformation for visitor experience at Serpentine. We are evolving the team from a primarily operational front-of-house function into a more active, audience-focused Visitor Engagement team: one that combines excellent operations and welcome with meaningful opportunities for visitors to connect with our exhibitions, artists and ideas. As part of this work, we have established four experience standards – Safety, Welcome, Connection and Efficiency – which provide a clear framework for the experience we want to create and how we will measure and improve it.

The Head of Visitor Engagement will play a central role in turning our ambition into practice: embedding the experience standards, developing the team, building strong relationships across Serpentine and ensuring visitor insight and experience increasingly influence how we plan and deliver our work. Working closely with the Director of Audiences, you’ll develop our Visitor Experience strategy and implement it across the organisation, leading a step change in how we welcome audiences including how we develop new activities to engage a wider range of visitors.

You’ll combine a strong operational understanding of visitor-facing environments with demonstrable experience of leading or supporting visitor experience transformation. Bringing a coaching approach, you’ll support a team of managers to develop and lead the wider team whilst also influencing colleagues across the organisation to embed the visitor perspective into decision making. Most importantly, you’ll bring a passion for welcoming and engaging a wide and diverse range of audiences and a commitment to continuously improving our offer.

Job Requirements

Demonstrable experience of leading or supporting significant visitor experience, customer experience or front-of-house transformation, with evidence of turning strategic ambition into practical and sustained change.

Strong operational understanding of visitor-facing environments, including the ability to balance excellent experience with safety, staffing, efficiency and day-to-day delivery.

Experience of leading and developing managers and teams, with a coaching approach that enables teams to work at their best.

Ability to work strategically across an organisation, influencing colleagues beyond direct areas of responsibility and embedding the visitor perspective into planning, decision-making and delivery.

Strong understanding of inclusive and accessible visitor experience, with experience of identifying barriers and developing approaches that respond to different audience needs, motivations and levels of confidence.

Job Responsibilities

Strategy and LeadershipWorking with the Director of Audiences, develop and embed Serpentine’s Visitor Experience strategy across the organisation, ensuring visitor needs and experiences inform planning and decision-making.

SafetyProvide senior leadership for safe and effective visitor-facing operations across exhibitions, public programmes, events and private hires, supporting the Visitor Engagement Managers to maintain high standards of operational readiness.

WelcomeDevelop Serpentine’s approach to welcome, creating a flexible experience that responds to different visitor needs, motivations and levels of confidence.

ConnectionDevelop the Visitor Engagement team’s role in helping audiences actively engage with Serpentine’s exhibitions, artists and ideas through conversation, interpretation and participation.

EfficiencyDevelop a performance and improvement framework for Visitor Experience, using KPIs, visitor feedback, staff insight, audience research, and visitor figures.

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