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- Tasks: Lead a team to create unforgettable visitor experiences at a world-class museum.
- Company: Join the iconic Natural History Museum, a hub for science and culture.
- Benefits: Enjoy 35.5 days holiday, pension scheme, and discounts at shops and cafes.
- Why this job: Make a real impact on visitor engagement while working in a dynamic environment.
- Qualifications: Experience in team management and delivering excellent customer service is essential.
- Other info: Opportunities for personal growth and development in a supportive workplace.
The predicted salary is between 35000 - 45000 £ per year.
About Us
We are a world‑class visitor attraction and leading science research centre. We use the Museum's unique collections and our unrivalled expertise to tackle the biggest challenges facing the world today. We care for more than 80 million objects spanning billions of years and welcome more than five million visitors annually and 16 million visits to our website. Today the Museum is more relevant and influential than ever. By attracting people from a range of backgrounds to work for us, we can continue to look at the world with fresh eyes and find new ways of doing things. We employ 1100 staff in a variety of roles, all united by our vision of a future where people and planet thrive. We need everyone to have the passion and drive to help us with our mission to create advocates for our planet and inspire millions to care about the natural world. Diversity and inclusion matter to us. Our vision is of a future where both people and the planet thrive. Diversity is one of our core values and we strive to build a workplace where everyone feels a sense of belonging. All new staff who join us learn about the importance of diversity and inclusion to the Museum and how to contribute to creating an inclusive environment. We know we have more to do, but we are committed to ensuring that everyone who works at the Museum feels they can thrive and feel valued and respected.
About the role
The Natural History Museum is an iconic visitor attraction welcoming up to 6 million visitors every year. We aim to deliver a friendly, welcoming, and memorable experience to everyone. This is a dynamic front‑line role within one of the busiest visitor attractions in the country. Reporting to the Senior Visitor Experience Manager, our Visitor Experience Managers are responsible for the management and motivation of a team of Visitor Assistants to inspire our visitors in the natural world and the Museum's offer. You will be responsible for training, mentoring, and supporting the Visitor Assistants to deliver excellent customer service, a safe environment, income generation and general admission ticketing. This requires a pro‑active and positive approach to people management, leading by example in the galleries where you will work closely with colleagues and other visitor‑facing teams. The role involves Duty Management on a rotational basis, where you will have overall operational responsibility for the Museum on scheduled days. You will be responsible for overseeing health and safety, and security of our visitors, staff and collections, confidently addressing standards across all visitor‑facing teams, responding to incidents and escalated visitor complaints, and helping the Museum achieve its commercial goals.
About you
You’ll have experience supervising or managing teams in a visitor‑focused environment, with a strong track record of delivering excellent customer service. You take a hands‑on approach, leading by example with a visible presence on the floor. You understand the importance of income generation in a heritage setting and are confident supporting donations, gift aid and retail performance, while motivating your team to achieve both service and commercial targets. You’re proactive in improving services and processes, organised in your approach to managing priorities and meeting deadlines, comfortable managing performance, including having difficult conversations when needed. You build strong working relationships with colleagues and external partners, remain calm under pressure and can respond effectively to emergency situations. You also have an awareness of security and a commitment to maintaining high standards of health and safety. Experience of line management, staff development and using standard IT systems is desirable.
All employees are required to understand and comply with the Museum Health and Safety Management Policy, including taking reasonable care for their own health and safety and that of others who may be affected by their acts or omissions whilst at work.
Thriving at the Museum: the way we work
We are proud to work at the Museum and have identified the qualities we all need to embody to reach our shared ambition. This sits alongside the Museum’s values and forms the framework for the way we work.
What we offer
- 35.5 days holiday.
- Generous defined contribution Natural History Museum Pension Scheme (employer contribution 4 - 10%).
- Season ticket, bicycle and rental loan.
- Life insurance.
- Free admission to our exhibitions and many other paid exhibitions at museums, galleries and institutions across London and the UK.
- Staff discount at our Museum shops and cafes.
- We offer a wide variety of training initiatives and opportunities to build skills.
- Investing in staff development is important to us, and we are ambitious about helping staff to grow and fulfil their potential.
- Affordable membership to the Civil Service Sports Council which offers a range of benefits including an extensive list of special offers and reduced entry fees at a selection of cinema chains, theme parks, theatres, retailers and supermarkets. It also provides entry to up to 300 English Heritage sites and other national treasures.
- Membership to our Sports and Social Association (for a small fee), which includes access to our in‑house gym and clubs such as football, softball, table tennis and tennis and classes in Middle Eastern dance, yoga and Tai Chi.
Hybrid working
Due to the nature of this role the work pattern will be 100% on site.
How to apply
If this sounds like you, please apply below by clicking on Apply for job. Please note that as part of our commitment to anonymised shortlisting, panels do not view CVs during the recruitment process. If you choose to upload your CV, our system will automatically pull information from your CV into our application form. We advise you to double‑check your application form data before submitting as the tool may interpret CVs differently. We’re delighted that many of our vacancies attract a high level of interest. To ensure that every application receives the time and careful consideration it deserves, we closely monitor the number of applications we receive. In some cases, where interest is particularly high, we may close a vacancy to new applications ahead of the advertised closing date. Taking this approach helps us manage the process efficiently while maintaining a fair and thorough shortlisting process for all candidates. We therefore encourage early applications where possible.
Closing date: 23:59 on 16th April 2026
Interviews expected: w/c 27th April 2026
Visitor Experience Manager in London employer: National History Museum
Contact Detail:
National History Museum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Visitor Experience Manager in London
✨Tip Number 1
Get to know the Museum's mission and values inside out. When you walk into that interview, let your passion for the natural world shine through. Show us how your experience aligns with our vision of inspiring millions to care about the planet.
✨Tip Number 2
Practice your people management skills! We want to see how you lead by example. Think of scenarios where you've motivated a team or handled a tricky situation, and be ready to share those stories during your chat with us.
✨Tip Number 3
Don’t just focus on your qualifications; show us your personality! We’re looking for someone who can connect with visitors and create memorable experiences. Be yourself and let your enthusiasm for customer service come through.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows us you’re serious about joining our team at the Museum. Don’t wait too long; we love early birds!
We think you need these skills to ace Visitor Experience Manager in London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about visitor experiences and the natural world. Share any relevant experiences that highlight your passion.
Tailor Your Application: Make sure to customise your application to fit the Visitor Experience Manager role. Highlight your experience in managing teams and delivering excellent customer service. We love seeing how your skills align with our mission!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and experiences.
Double-Check Your Details: Before hitting that submit button, take a moment to review your application. Ensure all your information is accurate and matches what we need. Remember, we’re using an automated system, so clarity is key!
How to prepare for a job interview at National History Museum
✨Know the Museum Inside Out
Before your interview, dive deep into the Museum's mission, values, and current exhibitions. Familiarise yourself with their collections and any recent news. This will not only show your genuine interest but also help you connect your experience to their goals.
✨Showcase Your People Skills
As a Visitor Experience Manager, you'll be leading a team and interacting with visitors daily. Prepare examples of how you've successfully managed teams or resolved customer complaints in the past. Highlight your hands-on approach and ability to motivate others.
✨Demonstrate Your Problem-Solving Abilities
Think of scenarios where you've had to handle emergencies or difficult situations. Be ready to discuss how you maintained calm under pressure and ensured safety for both staff and visitors. This will illustrate your capability to manage operational responsibilities effectively.
✨Emphasise Your Commitment to Diversity and Inclusion
The Museum values diversity and inclusion highly. Be prepared to discuss how you've contributed to creating an inclusive environment in your previous roles. Share specific examples that reflect your understanding of these principles and how they can enhance visitor experiences.