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Deputy Director (Visitor Experience)

Salary undisclosed
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Job Description:Reporting to the Assistant Chief Executive (Operations), this role is a senior leadership role responsible for creating and delivering an exceptional and engaging omni-channel visitor experience at National Gallery Singapore. This position will oversee all aspects of visitor-facing services, ensuring that all visitors, from first-time visitors to frequent patrons, have a positive, welcoming and frictionless experience, whether through physical or digital touchpoints. The ideal candidate will have a passion for museums, strong leadership skills, user experience and design-thinking capability coupled with a deep understanding of visitor engagement, accessibility, and customer service excellence. The position will need to work effectively with cross-divisional teams spanning Curatorial, Audience Engagement, Integrated Marketing, Business Development, Partnership Development and IT to influence improvements on customer experience.This role is premised on "INSPIRING STORIES, CREATING CURIOSITY and A MOVING EXPERIENCE" for all our visitors.Key Responsibilities:Leadership & Strategy
  • Lead the Visitor Experience Division and associated service providers to provide exceptional services.
  • Develop and implement strategic plans for enhancing visitor experience in alignment with the museum's overall vision, mission and goals.
  • Collaborate with senior leadership to ensure a cohesive and integrated visitor experience across all touchpoints.
  • Partner with relevant teams in implementing evolving technologies and digital tools to stay on the leading edge, continually improving visitor engagement/satisfaction.
Experience Design & Space Management
  • Design omni-channel user experiences using participatory and iterative design techniques, including observational studies, visitor interviews, focus group discussions, usability testing, and other forms of requirements discovery.
  • Further evolve the visitor experience to deliver personalized, differentiated visitor journeys, including the development of customized itineraries/product bundles which cut across the different product lines of the Gallery (exhibitions, public programmes, curatorial programmes, education/family programmes, tours, F&B experiences) and 3rd party partner offerings.
  • Create user flows and prototypes to effectively conceptualise and communicate detailed interaction behaviours, including collaboration with Curatorial, Audience Engagement, Marketing, Business Development Partnership Development to include pre and post visit engagement.
  • Maximize every customer service interaction, deepen visitor engagement, build loyalty, and drive value over customer's lifetime.
  • Assume overall ownership of common, shared spaces (arrival/entry points, public circulation spaces, programming/event spaces) in the museum, coordinating its effective use across different departments/stakeholder groups such that there's a consistent, coherent and fulfilling experience for all key visitors groups.
Visitor Services Management
  • Oversee the smooth and efficient delivery of visitor & membership services, ticketing sales and tour operations.
  • Monitor efficiency of outsourced contact center (Gallery Hotline).
  • Ensure standard operating procedures are up-to-date, Front-of-House (FOH) staff provide consistent, high-quality customer service that aligns with the museum's brand and standards.
  • Regularly assess visitor feedback to make improvements and refinement on service delivery and front-facing touchpoints for a seamless experience.
  • General place-keeping to maintain a safe, enjoyable and welcoming space for visitors.
Stakeholder Management
  • Provide ground-up insights to key stakeholders for public programs, exhibitions, tours, and other experiences to promote the museum's collections and attendance.
  • Contribute to various cross-divisional committees to create meaningful interactions for visitors of all ages and backgrounds.
Staff Management & Development
  • Foster a positive, collaborative work environment that emphasizes creativity, service excellence, and continuous learning.
  • Provide ongoing professional development opportunities for staff, ensuring they are equipped with the knowledge and skills to provide top-tier visitor service.
Financial & Operational Oversight
  • Develop and manage the divisional budget, ensuring financial sustainability while maintaining a high standard of service and operational excellence.
  • Monitor and report on performance metrics, including visitor satisfaction, ticketed attendance etc, adjusting as necessary to meet strategic goals.
Business Continuity Plan
  • Periodically review business continuity plan and SOP for recency.
  • Lead the FOH team in Gallery's annual business continuity exercise.
  • Ensure FOH team complies with workplace safety & health policies and procedures.
Qualifications:
  • Degree or diploma in Business, Hospitality Management or a related field.
  • At least 7-10 years of experience in visitor experience, customer services and operations in similar settings, with a minimum of 5 years in a leadership role.
  • Proven track record in developing and managing customer experience strategies & services that drive engagement and satisfaction.
  • Demonstrated competencies in integrating onsite and online touchpoints as it relates to user experience design & digital interfaces essential.
  • Strong subject knowledge in operations, with prior experience in managing or supporting front of house operations specifically but not limited to ticketing and tours.
  • Exceptional leadership, communication, and interpersonal skills.
  • Ability to think strategically, innovate, and problem-solve in a fast-paced environment.
  • Excellent project management and prioritization skills with attention to detail. Systematic, analytical, and strong in operational process design and execution.
  • Adept in budget planning and cost management. Knowledge of good procurement practices and audit processes.
  • Passion for the arts, culture, public education and accessibility would be an advantage.
  • Flexibility to work nights, weekends and in accordance to operational schedules when needed.
About Us:National Gallery Singapore is a leading visual arts institution which oversees the world's largest public collection of Singapore and Southeast Asian modern art. Situated at the birthplace of modern Singapore, in the heart of the Civic District, the Gallery is housed in two national monuments - City Hall and former Supreme Court - that have been beautifully restored and transformed into this exciting 64,000 square metre venue. Reflecting Singapore's unique heritage and geographical location, the Gallery aims to be a progressive museum that creates dialogues between the art of Singapore, Southeast Asia and the world to foster and inspire a creative and inclusive society. This is reflected in our collaborative research, education, long-term and special exhibitions, and innovative programming. The Gallery also works with international museums such as Centre Pompidou, Muse d'Orsay, Tate Britain, National Museum of Modern Art, Tokyo (MOMAT) and National Museum of Modern and Contemporary Art, Korea (MMCA), to jointly present Southeast Asian art in the global context, positioning Singapore as a key node in the global visual arts scene.In 2020, the Gallery was the only museum in Southeast Asia that received a ranking in The Art Newspaper's annual global survey of attendance at art museums, taking 20th place. In 2018, the Gallery was also the first museum in Asia to receive the Children in Museums Award by the European Museum Academy and Hands On! International Association of Children in Museums. It also won the awards for "Best Theme Attraction" at TTG Travel Awards 2017, "Best Attraction Experience", "Breakthrough Contribution to Tourism" and "Best Customer Service (Attractions)" at the prestigious Singapore Tourism Awards in 2016 for its role in adding to the vibrancy of Singapore's tourism landscape.We offer job opportunities in our dynamic organisation. Working at the Gallery enhances and cultivates your love for the arts, and offers you a chance to be part of the Gallery's vision.OUR PEOPLEAt National Gallery Singapore, we develop cultural leaders who make the world better. Our people are united by a shared belief in the power and necessity of art, and work together to create meaningful experiences for our visitors.
Job Description:Reporting to the Assistant Chief Executive (Operations), this role is a senior leadership role responsible for creating and delivering an exceptional and engaging omni-channel visitor experience at National Gallery Singapore. This position will oversee all aspects of visitor-facing services, ensuring that all visitors, from first-time visitors to frequent patrons, have a positive, welcoming and frictionless experience, whether through physical or digital touchpoints. The ideal candidate will have a passion for museums, strong leadership skills, user experience and design-thinking capability coupled with a deep understanding of visitor engagement, accessibility, and customer service excellence. The position will need to work effectively with cross-divisional teams spanning Curatorial, Audience Engagement, Integrated Marketing, Business Development, Partnership Development and IT to influence improvements on customer experience.This role is premised on "INSPIRING STORIES, CREATING CURIOSITY and A MOVING EXPERIENCE" for all our visitors.Key Responsibilities:Leadership & Strategy
  • Lead the Visitor Experience Division and associated service providers to provide exceptional services.
  • Develop and implement strategic plans for enhancing visitor experience in alignment with the museum's overall vision, mission and goals.
  • Collaborate with senior leadership to ensure a cohesive and integrated visitor experience across all touchpoints.
  • Partner with relevant teams in implementing evolving technologies and digital tools to stay on the leading edge, continually improving visitor engagement/satisfaction.
Experience Design & Space Management
  • Design omni-channel user experiences using participatory and iterative design techniques, including observational studies, visitor interviews, focus group discussions, usability testing, and other forms of requirements discovery.
  • Further evolve the visitor experience to deliver personalized, differentiated visitor journeys, including the development of customized itineraries/product bundles which cut across the different product lines of the Gallery (exhibitions, public programmes, curatorial programmes, education/family programmes, tours, F&B experiences) and 3rd party partner offerings.
  • Create user flows and prototypes to effectively conceptualise and communicate detailed interaction behaviours, including collaboration with Curatorial, Audience Engagement, Marketing, Business Development Partnership Development to include pre and post visit engagement.
  • Maximize every customer service interaction, deepen visitor engagement, build loyalty, and drive value over customer's lifetime.
  • Assume overall ownership of common, shared spaces (arrival/entry points, public circulation spaces, programming/event spaces) in the museum, coordinating its effective use across different departments/stakeholder groups such that there's a consistent, coherent and fulfilling experience for all key visitors groups.
Visitor Services Management
  • Oversee the smooth and efficient delivery of visitor & membership services, ticketing sales and tour operations.
  • Monitor efficiency of outsourced contact center (Gallery Hotline).
  • Ensure standard operating procedures are up-to-date, Front-of-House (FOH) staff provide consistent, high-quality customer service that aligns with the museum's brand and standards.
  • Regularly assess visitor feedback to make improvements and refinement on service delivery and front-facing touchpoints for a seamless experience.
  • General place-keeping to maintain a safe, enjoyable and welcoming space for visitors.
Stakeholder Management
  • Provide ground-up insights to key stakeholders for public programs, exhibitions, tours, and other experiences to promote the museum's collections and attendance.
  • Contribute to various cross-divisional committees to create meaningful interactions for visitors of all ages and backgrounds.
Staff Management & Development
  • Foster a positive, collaborative work environment that emphasizes creativity, service excellence, and continuous learning.
  • Provide ongoing professional development opportunities for staff, ensuring they are equipped with the knowledge and skills to provide top-tier visitor service.
Financial & Operational Oversight
  • Develop and manage the divisional budget, ensuring financial sustainability while maintaining a high standard of service and operational excellence.
  • Monitor and report on performance metrics, including visitor satisfaction, ticketed attendance etc, adjusting as necessary to meet strategic goals.
Business Continuity Plan
  • Periodically review business continuity plan and SOP for recency.
  • Lead the FOH team in Gallery's annual business continuity exercise.
  • Ensure FOH team complies with workplace safety & health policies and procedures.
Qualifications:
  • Degree or diploma in Business, Hospitality Management or a related field.
  • At least 7-10 years of experience in visitor experience, customer services and operations in similar settings, with a minimum of 5 years in a leadership role.
  • Proven track record in developing and managing customer experience strategies & services that drive engagement and satisfaction.
  • Demonstrated competencies in integrating onsite and online touchpoints as it relates to user experience design & digital interfaces essential.
  • Strong subject knowledge in operations, with prior experience in managing or supporting front of house operations specifically but not limited to ticketing and tours.
  • Exceptional leadership, communication, and interpersonal skills.
  • Ability to think strategically, innovate, and problem-solve in a fast-paced environment.
  • Excellent project management and prioritization skills with attention to detail. Systematic, analytical, and strong in operational process design and execution.
  • Adept in budget planning and cost management. Knowledge of good procurement practices and audit processes.
  • Passion for the arts, culture, public education and accessibility would be an advantage.
  • Flexibility to work nights, weekends and in accordance to operational schedules when needed.
About Us:National Gallery Singapore is a leading visual arts institution which oversees the world's largest public collection of Singapore and Southeast Asian modern art. Situated at the birthplace of modern Singapore, in the heart of the Civic District, the Gallery is housed in two national monuments - City Hall and former Supreme Court - that have been beautifully restored and transformed into this exciting 64,000 square metre venue. Reflecting Singapore's unique heritage and geographical location, the Gallery aims to be a progressive museum that creates dialogues between the art of Singapore, Southeast Asia and the world to foster and inspire a creative and inclusive society. This is reflected in our collaborative research, education, long-term and special exhibitions, and innovative programming. The Gallery also works with international museums such as Centre Pompidou, Muse d'Orsay, Tate Britain, National Museum of Modern Art, Tokyo (MOMAT) and National Museum of Modern and Contemporary Art, Korea (MMCA), to jointly present Southeast Asian art in the global context, positioning Singapore as a key node in the global visual arts scene.In 2020, the Gallery was the only museum in Southeast Asia that received a ranking in The Art Newspaper's annual global survey of attendance at art museums, taking 20th place. In 2018, the Gallery was also the first museum in Asia to receive the Children in Museums Award by the European Museum Academy and Hands On! International Association of Children in Museums. It also won the awards for "Best Theme Attraction" at TTG Travel Awards 2017, "Best Attraction Experience", "Breakthrough Contribution to Tourism" and "Best Customer Service (Attractions)" at the prestigious Singapore Tourism Awards in 2016 for its role in adding to the vibrancy of Singapore's tourism landscape.We offer job opportunities in our dynamic organisation. Working at the Gallery enhances and cultivates your love for the arts, and offers you a chance to be part of the Gallery's vision.OUR PEOPLEAt National Gallery Singapore, we develop cultural leaders who make the world better. Our people are united by a shared belief in the power and necessity of art, and work together to create meaningful experiences for our visitors.