Visitor Insight Specialist

The Visitor Insights Specialist enhances the visitor experience at OMCA by providing a welcoming presence in the galleries and garden; offering excellent customer service; assessing conditions in the galleries and garden to ensure the safety and security of visitors and collections; creating a visitor feedback loop; and conducting rigorous evaluations and audience research projects. The Visitor Insights Specialist is a facilitator and active researcher who uses evaluative thinking to both address the needs of visitors and inform the work of OMCA. 

Responsibilities

Customer Service 

• Provide visitors with a quality experience using a high level of customer service, including welcoming visitors as they enter the campus and galleries; assisting with overall wayfinding and locating of amenities; and helping with visitor needs (multilingual materials, wheelchairs, etc.).
• Use evaluation techniques to serve an interpretive function in the galleries and garden.  For example, engage visitors with questions or other prompts to encourage exploration of the galleries and gardens, model behavior (e.g., how to use exhibits), and encourage interactions among visitors. This role is intended as a facilitator and not an information source.
• Interact with disappointed visitors, listen to their issues to attempt to find a resolution, and use de-escalation techniques.
• Record and analyze visitor complaints/concerns/kudos/issues, inform staff who could address these issues, and follow-up with visitors as appropriate.  A new process for systematically recording, tracking, aggregating, and analyzing visitors’ complaints/concerns/issues will be co-developed by the Visitor Insights Specialists and their manager and will be prototyped in the first six months of this new position.  

Maintenance Support

• Assess conditions of the galleries by constantly roving to ensure presentable conditions and safety of the objects, visitors, and other staff members.
• Monitor interactive features and power management of projectors, iPads, screens, etc. within the galleries to ensure they are working properly.
• Assist security in enforcing the gallery rules and communicate with staff via email any pressing issues that come up in galleries in terms of safety (of collection and of visitors) and technical problems needing immediate attention.
• Tidy hands-on exhibit elements to optimize visitor experience and safety. 

Research Implementation 

• Following all data collection protocols for all phase of evaluation and research.
• Collect paper- and/or digital-based visitor surveys 
• Conduct visitor interviews 
• Conduct visitor observations
• Record, enter, process, clean, and code quantitative and qualitative data per designed spreadsheets, databases, and rubrics.
• Maintain data collection logs and draft data recaps.
• Document, analyze, and maintain visitor response exhibits (e.g., History Now).
• With guidance from manager, co-develop and implement participatory visitor research projects to improve the visitor experience and inform future OMCA work. This work will ramp up slowly after the first six months of implementing the new Visitor Insights Specialist position. 

To learn more about the Oakland Museum of California and the requirements for the position, please visit our career site and apply at museumca.org/careers