Guest Experience Specialist

On-site in Surrey-Chessington·Full-time·Added yesterday (last checked 12 Nov)

Merlin Entertainments UK

18 open roles

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Our summary

Work mode: On-site, Surrey-Chessington
Contract: Full-time
Holiday: 33 days holiday inc. bank holidays

Skills

Nice to have

Accessibility

Requirements

What we're looking for

Significant experience in guest experience, customer service, or operational roles within multi-site or complex environments.
Proven track record of leading service improvement initiatives and embedding operational standards.
Strong analytical skills, with the ability to interpret KPIs, guest feedback, and complaint data to identify trends and drive actionable improvements.
Experience in project management and supporting transformation or operational change initiatives.
Excellent communication, stakeholder management, and problem-solving skills.
Ability to influence, coach, and upskill operational leaders to consistently deliver high-quality guest experiences.
Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail and operational consistency.

Nice to have

Familiarity with ticketing systems, guest feedback platforms, and accessibility requirements is advantageous.

Pay & benefits

What you'll get

33 days holiday (including bank holidays)
‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year’s service
Company bonus
Private pension scheme
40% discount online off LEGO
25% discount in our on-site retail shops and restaurants
Ongoing training and development opportunities
Plus, many more…

The role

We are recruiting a Guest Experience Specialist to help shape, embed, and elevate world-class guest experiences across our resort. As a key member of the team, you will work closely with operational leaders, site teams, and wider business stakeholders to drive service excellence, improve operational standards, and deliver meaningful enhancements to the guest journey.

In this role, you will lead guest experience improvement initiatives, use guest feedback and performance data to identify opportunities for change, and support the delivery of transformation projects that enhance the overall visitor experience. You will also act as our accessibility champion, ensuring inclusive practices are embedded across the resort and that every guest receives a safe, welcoming, and memorable experience.

This is an exciting opportunity for someone who is passionate about customer experience, enjoys solving complex challenges, and thrives in a fast-paced environment where they can make a real impact.