Customer Experience Ambassador at V&A Waterfront

Key Responsibilities

Visitor Experience Excellence

• Deliver exceptional visitor experiences across all customer touchpoints.
• Provide concierge-style assistance to local and international visitors.
• Manage Information Kiosk and Switchboard enquiries professionally and efficiently.
• Administer Gift Cards, Loyalty Programme enquiries and visitor services.
• Resolve customer complaints and ensure communication loops are closed.

Customer Journey Ownership

• Own assigned customer experience portfolios and visitor journeys.
• Identify customer pain points and opportunities for improvement.
• Recommend practical journey improvements.
• Monitor customer experience standards.
• Support implementation of the Visitor Experience Framework.

Customer Listening & Insights

• Gather customer feedback through observation, engagement and research.
• Analyze visitor trends and operational insights.
• Translate customer feedback into meaningful business recommendations.
• Represent the Voice of the Customer across cross-functional initiatives.

Customer Experience Improvement

• Identify innovative opportunities to improve visitor experiences.
• Support customer research, surveys and service improvement initiatives.
• Recommend practical solutions that enhance operational excellence.
• Participate in customer experience projects and continuous improvement programmes.

Stakeholder Collaboration

• Collaborate with Marketing, Retail, Operations and external stakeholders.
• Support precinct campaigns, activations and customer engagement initiatives.
• Build positive relationships with tenants, visitors and internal teams.

Digital Customer Experience

• Support digital customer engagement platforms.
• Monitor customer information across digital and physical channels.
• Ensure visitor information remains accurate and current.
• Promote self-service customer solutions where appropriate.

Reporting & Operational Support

• Capture and analyze customer insights.
• Prepare reports and operational updates.
• Monitor assigned customer experience portfolios.
• Support data-driven decision-making through customer intelligence.

Minimum Requirements

Qualifications

• Diploma or Degree in Customer Experience, Tourism Management, Hospitality Management, Marketing, Retail Management, or a related field.

Experience

• Minimum 3 years’ experience in Customer Experience, Customer Service, Tourism, Hospitality, Retail or another customer-facing environment.
• Experience working in a fast-paced, service-driven environment.
• Experience engaging with diverse customer groups.
• Experience handling customer enquiries and complaint resolution.