Head of Visitor Experience & Museum Operations

• Job Summary
• Interview dates: W/C 7th September

Responsibilities

• Lead the Visitor Experience & Museum Operations team within the Strategy, Operations & Enterprises Directorate, reporting directly to the Managing Director.
• Provide leadership for all aspects of front‑of‑house and museum operations, ensuring visitors are safe, informed and supported throughout their visit.
• Work collaboratively across the organisation to ensure the seamless delivery of daily programmes, exhibitions and events, balancing exceptional customer experience with operational excellence.
• Develop and lead a high‑performing team, embedding a culture of continuous improvement, inclusivity and service excellence.
• Use visitor insights and operational data to drive improvements, optimise resources and enhance the overall visitor journey while ensuring compliance with health and safety, safeguarding, security and operational policies.
• Contribute to organisational planning and decision‑making, working in partnership across curatorial, learning, commercial, facilities, security and public engagement functions.
• Lead and motivate a highly performing Visitor Experience and Engagement team that is effective, creative, inclusive and critically reflective.
• Develop and implement the delivery of a coherent and inclusive visitor experience strategy.
• Lead and support the team to create, deliver and manage a strong programme of visitor engagement, achieving a high standard of innovation and delivery with measurable impact.
• Contribute to strategic and operational planning and management of Wellcome Collection as a member of the Leadership Team.
• Oversee all day‑to‑day operations, ensuring the museum runs safely, efficiently and in line with its charitable mission.
• Be responsible for overall coordination of the venue's response to building incidents or emergencies and contribute to Wellcome's business continuity plan.

Qualifications

• Has significant experience leading visitor experience, front‑of‑house or museum operations within a cultural, heritage, visitor attraction or customer‑facing environment.
• Is an inspiring people leader with a proven ability to build, develop and motivate diverse teams, creating a culture of inclusion, accountability and continuous improvement.
• Can confidently lead complex daily operations, balancing visitor needs, commercial priorities, public programming and operational risk.
• Has strong stakeholder management skills and enjoys working collaboratively across multiple teams to deliver shared outcomes.
• Is calm, resilient and decisive, with the ability to respond effectively to changing priorities and operational incidents.
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