Head, Visitor Services

**Role purpose**
The Head of Visitor Services provides senior leadership across the Museum’s education, engagement and visitor operations functions, ensuring the seamless, inclusive and impactful delivery of onsite programs and services. As the senior operational leader in the Visitor Experience Division, the role is responsible for translating strategy into coordinated action, overseeing the Museum’s daily public experience and ensuring consistent delivery standards across all visitor touchpoints.

Reporting to the Associate Director Visitor Experience, the role directly manages five EL1 team leaders responsible for education, digital education, public programs, front-of-house services and the Discovery Centre. The Head of Visitor Services drives integration across these areas to ensure a cohesive, audience-first experience that supports learning, accessibility, inclusion and visitor enjoyment. It also plays a critical role in building staff capability, fostering collaboration, and managing logistics and delivery across a high-volume, high-visibility portfolio.

**Key accountabilities**:

- Provide operational leadership across visitor experience programs and services, including education, public programming, digital education, front-of-house and discovery spaces.
- Lead a team of five EL1 managers, fostering alignment, collaboration and high standards of service and program delivery.
- Oversee day-to-day delivery of public experiences, ensuring they are safe, inclusive, on-brand and reflective of audience needs and Museum values.
- Implement and monitor business unit work plans, reporting against delivery milestones, risks and performance targets.
- Champion continuous improvement, accessibility and cultural safety, embedding these principles into daily practices, programming and staffing.
- Collaborate with internal stakeholders, including exhibitions, collections, curatorial and First Nations teams to ensure alignment between program content and institutional direction.
- Manage operational logistics, budgets and workforce coordination, balancing resources and staff capability across a dynamic, high-volume visitor environment.
- Contribute to strategic planning and policy development, supporting the Associate Director, Visitor Experience with insight into operational delivery, risks and resourcing.
- Demonstrate a strong commitment to Work Health and Safety (WH&S) by actively supporting a positive safety culture, following the Museum’s WHS policies and procedures, and complying with reasonable instructions to ensure alignment with the Work Health and Safety Act 2011.

**Skills, experience and qualifications**

**Essential**:

- Demonstrated leadership experience in visitor engagement, public programs, and/or educational services within a museum, cultural institution, or similar setting.
- Proven ability to lead and coordinate multidisciplinary teams in the delivery of large-scale or complex public-facing operations.
- Strong understanding of audience engagement, learning principles, and inclusive program delivery.
- Extensive experience managing operational planning, staffing, logistics, performance monitoring and risk mitigation.
- High-level communication, collaboration and stakeholder management skills.

**Desirable**:

- Tertiary qualifications or equivalent experience in education, public engagement, museum studies, cultural management or a related field.
- Experience working with First Nations communities and / or in culturally safe environments.
- Familiarity with child safety, accessibility standards, and visitor services frameworks.

**Eligibility**
- be an Australian citizen
- undergo pre-employment checks, including a police record check
- hold or be eligible to hold a security clearance at the level specified in the position description.

The Museum is committed to ensuring a child-safe and child-friendly environment. All employees are expected to demonstrate a commitment to, and support for, these principles, in theory and practice.

**To apply**

Applicants must include a 500 word pitch addressing their suitability for the role against the essential and desirable Skills, experience and qualifications.

Applicants must also provide a resume and contact details for 2 referees.

Applications close at **11.59pm Wednesday, 2 July 2025**.

Reasonable adjustments are available throughout the recruitment process. If you require, or would like to discuss reasonable adjustments, please contact the Contact Officer for this position.