The Head of Visitor Experience has the crucial role of being the overall Visitor Champion at the IWM, having the knowledge and understanding needed about visitor requirements and able to seamlessly join that to our organisational objectives to find the most beneficial way forward. Visitors provide a key income stream for the IWM, so ensuring that they have the best experience at our sites and that this maximises our income both on the day and longer term is critical for success. This role will ensure that the experience of our visitors is mapped, measured and any barriers to a great visit are minimised.
The Head of Visitor Experience will ensure that the pre and post visit experience via our digital and information channels is seamless with our on the ground offer, gives people planning a visit what they need and is working actively to develop a longer term relationship. Recommendations from visitors who had a great time (both online and word of mouth) are essential to IWM achieving the financial sustainability income needed from our visitors. The Head of Visitor Experience will proactively look for ways to increase income and reduce costs to ensure financial sustainability.