National Portrait Gallery of Australia - Parkes ACT

The Visitor Experience Coordinator is a pivotal role that underpins the Gallery's commitment to delivering high-quality visitor experiences. As an operational and cultural leader within a frontline team of 12+, the position builds team capability through the delivery and oversight of onboarding, training and coaching programs that promote professional growth and a positive team culture. This position ensures that every touchpoint is welcoming and inclusive; every visitor interaction is person-centred and memorable.

The role provides day-to-day operational leadership, coordinating staffing resources, fostering a visitor-focused culture. It maintains effective operational systems, documentation and records to support efficient operations, informed decision-making and business continuity.

Reporting to the Visitor Experience Manager, the Visitor Experience Coordinator contributes to and implements initiatives that enhance visitor experiences, strengthen operational performance, and supports the Gallery to achieve service excellence.

The Visitor Experience Coordinator is a pivotal role that underpins the Gallery's commitment to delivering high-quality visitor experiences. As an operational and cultural leader within a frontline team of 12+, the position builds team capability through the delivery and oversight of onboarding, training and coaching programs that promote skilled growth and a positive team culture. This position ensures that every touchpoint is welcoming and inclusive; every visitor interaction is person-centred and memorable.

The role provides day-to-day operational leadership, coordinating staffing resources, fostering a visitor-focused culture. It maintains effective operational systems,



documentation and records to support efficient operations, informed decision-making and business continuity.

Reporting to the Visitor Experience Manager, the Visitor Experience Coordinator contributes to and implements initiatives that enhance visitor experiences, strengthen operational performance, and supports the Gallery to achieve service excellence.

The key duties of the position include: Specific Tasks

People leadership and capability development

- Lead and support the frontline team through onboarding, training, mentoring and coaching, fostering a culture of collaboration, inclusion and continuous improvement while building capability and service excellence.

Operational leadership and staffing coordination

- Coordinate the delivery of visitor services and programs, ensuring effective staffing, prioritisation of work areas, and the maintenance of operational systems and documentation.

Tour and Experience development

- Contribute to the development, delivery and quality assurance of tours and experiences, ensuring engaging, inclusive and high-quality experiences for diverse audiences.

Project management and service improvement

- Plan, coordinate and deliver projects related to visitor experience, public programs or operational improvement,



collaborating with internal stakeholders and external partners to achieve successful outcomes.

Visitor sentiment and issue management

- Coordinate visitor feedback, escalations and responses, serving as a key contact for the management and resolution of issues and support incident and emergency response. Contribute to reporting and insights that support service improvement and informed decision-making.

Venue presentation and visitor information

- Ensure consistent public-area presentation and coordinate visitor engagement touchpoints that enhance the visitor experience and effectively communicate gallery, exhibition and program information, and contribute to a safe, accessible and welcoming environment.

Eligibility

Demonstrated experience engaging diverse audiences (including large groups and visitors with varying access and support needs), preferably in a public-facing environment.

Demonstrated experience leading and managing diverse teams, fostering a positive and inclusive culture while delivering high-quality visitor or customer experiences.

Highly developed interpersonal, written and verbal communication skills, including experience managing escalated situations, and building productive relationships with internal and external stakeholders.

Proven experience developing frameworks of tours, experiences or other audience-focused experiences.

Demonstrated knowledge of, and ability to apply, the APS Values and Code of Conduct, participative management practices, workplace diversity principles, child safety practices, and workplace health and safety obligations.

Desirable Knowledge, Skills and Experience

Knowledge of, or demonstrated ability to interpret, visual arts practice an

📌 Visitor Experience Coordinator (Canberra)
🏢 National Portrait Gallery of Australia
📍 Canberra