Visitor Experience Lead

Overview

Job purpose

Program Development & Experience Design

• Actively contribute to the development of a unified district-wide visitor experience strategy and its implementation, aligned with company.
• Develop and manage a year-round experiential calendar complementing museums offerings and seasonality strategies.
• Design inclusive experiences for all audiences including underserved audiences (youth, elderly, people of determination) and oversee wayfinding/signage enhancements for clarity and cultural relevance at Saadiyat Cultural District (SCD).
• Conduct comprehensive quantitative and qualitative analyses to assess the current state, develop integrated strategic plans and formulate actionable recommendations.
• Ensure that all visitor services are implemented on-ground in alignment with the standards and guidelines set by the organization, maintaining consistency and quality across all touchpoints.
• Integrate sustainability practices into visitor experience & services initiatives, including green mobility, waste reduction, and energy efficiency.

Performance Management

• Define and monitor visitor experience KPIs; maintain dashboards integrating surveys, CRM/ticketing data, and third-party reviews.
• Operate centralized feedback systems and synthesize insights into actionable recommendations for continuous improvement.
• Manage all relevant stakeholders and SLAs to ensure timely, high-quality delivery of developed programs and visitor services.
• Conduct accessibility audits and implement improvement plans aligned with universal design principles.
• Maintain a risk register for visitor experience issues and develop mitigation strategies.

Innovation & Collaboration

• Build collaborative relationships with internal teams and external partners (academic institutions, think tanks, cultural bodies) to support benchmark, research and innovation in visitor experience.
• Coordinate execution with museums, Events Bureau, PM&E, Comms, Facilities, and external partners
• Pilot emerging technologies (AR/VR, AI) to enhance visitor engagement; monitor global/regional/local trends and propose enhancements

Qualification, Experience and Skills

• Bachelor’s degree (Master’s preferred) in Hospitality, Design, Tourism or any relevant field
• 5-7 years of Experience in visitor experience, guest services, or customer engagement in culture, hospitality, public venues or any other relevant experience
• Event management experience is a plus.

Skills

• Fluency in Arabic and English
• Advanced ability to develop programs and apply inclusive design principles, ensuring experiences meet diverse user needs and organizational objectives.
• Expert proficiency in data analytics and KPI management, with the ability to define metrics, interpret performance data, and drive strategic decision-making.
• Proven ability to lead vendor and stakeholder management, aligning cross-functional teams and external partners to deliver high-quality outcomes.
• Advanced strategic foresight and risk management capability, identifying emerging trends, assessing risks, and implementing mitigation strategies proactively.
• High-level proficiency in visual storytelling and executive communication, translating complex insights into clear, compelling narratives for senior leadership.
• Demonstrated ability to manage complex, multi-site projects, ensuring consistency, scalability, and delivery within scope, timeline, and budget.
• Demonstrates a proactive, self-driven approach with the ability to take ownership of tasks and collaborate effectively within teams.
• Highly flexible with the ability to quickly adjust to changing priorities and dynamic work environment while maintaining performance and focus.