Deputy Director

COMPANY DESCRIPTION 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 PEOPLE** At 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. DESIGNATION : Deputy Director (Visitor Experience) RESPONSIBILITIES 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