Visitor Insights Specialist

Overview OAKLAND MUSEUM OF CALIFORNIA (OMCA) VALUES Equity: We acknowledge injustices in our society and take responsibility for challenging them. We hold ourselves accountable and strive to repair harm and invite healing with openness and humility. Courage: We take risks, experiment, and explore with curiosity and a commitment to growth. Collaboration: We partner in reciprocity with community to catalyze dialogue and elevate stories, movements and creative expressions that shape our world.  Belonging: We aspire to be a gathering place where everyone feels welcome. We foster connection with family, community, and the natural world to which we all belong. Inspiration: We celebrate art and culture that broaden the imagination. Our museum and garden spark contemplation, wonder and joy. OAKLAND MUSEUM OF CALIFORNIA (OMCA) MISSION We inspire understanding and empathy with stories and experiences of California’s art, history, and natural environment to build more equitable and connected communities. OAKLAND MUSEUM OF CALIFORNIA (OMCA) VISION We envision a just and vibrant future where our communities value and honor one another and the world around us. POSITION SUMMARY  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. This position focuses on the visitor and their experiences, rather than the educational role of explaining exhibition content. 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. This is a Part-Time two-day per week (15 hours per week) position. This position is exclusively represented and is covered by a collective bargaining agreement between OMCA and the OMCA Workers United, AFSCME Local 4510 (AFL-CIO). Responsibilities ESSENTIAL DUTIES AND RESPONSIBILITIES The following reflects OMCA’s definition of essential functions for this position, but does not restrict the tasks that may be assigned. OMCA may assign or reassign duties and responsibilities to this position at any time due to reasonable accommodation or other reasons.  INSTITUTIONAL RESPONSIBILITIES Support the Museum’s mission, values, vision, and core commitment to the visitor experience, community engagement, and institutional relevancy for the future Contribute to and support the OMCA strategic plan, annual priorities, and institutional initiatives such as diversity advancement Contribute to a positive organizational culture based on mutual respect, a spirit of collegiality, cooperation, and openness to many perspectives Participate in a culture of ongoing learning, collaboration, innovation, creativity, and community engagement All positions will have core functional responsibilities, cross functional team activation and learning and development as a core function of each role. POSITION DUTIES AND 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.  Systematically record, track, aggregate, and analyze visitors’ complaints/concerns/issues using VIS protocols. 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 phases 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 talkback 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.  Qualifications EXPERIENCE Ability to display and encourage visitor and internal customer service, take and share responsibility and treat others with respect. 1-2 years experience in customer service, hospitality, guest relations, or related field. English language proficiency in both spoken and written form; a second language (particularly Spanish or Chinese) highly desirable. Eviden