Visitor Experience Associate, IS-1001-07

Description

OPEN DATE: April 13, 2026

CLOSING DATE: April 27, 2026 (This job will close once 200 applications are received which may be sooner than the closing date).POSITION TYPE: Trust FundAPPOINTMENT TYPE: Indefinite

PROMOTION POTENTIAL: IS-1001-07

SCHEDULE: Full Time

DUTY LOCATION: Washington, DC

NUMBER OF VACANCIES: 10

Position sensitivity and risk

Non-sensitive (NS)/Low Risk

Open to all qualified applicants

What are Trust Fund Positions?

Trust Fund positions are unique to the Smithsonian. They are paid for from a variety of sources, including the Smithsonian endowment, revenue from our business activities, donations, grants and contracts. Trust employees are not part of the civil service, nor does trust fund employment lead to Federal status. The salary ranges for trust positions are generally the same as for federal positions and in many cases trust and federal employees work side by side. Trust employees have their own benefit program, which may include Health, Dental \& Vision Insurance, Life Insurance, Transit/Commuter Benefits, Accidental Death and Dismemberment Insurance, Annual and Sick Leave, Family Friendly Leave, 403b Retirement Plan, Discounts for Smithsonian Memberships, Museum Stores and Restaurants, Credit Union, Smithsonian Early Enrichment Center (Child Care), Flexible Spending Account (Health \& Dependent Care).

Conditions of Employment* Pass Pre-employment Background Check and Subsequent Background Investigation for position designated as low risk.

• Complete a 1-year Probationary Period.
• Maintain a Bank Account for Direct Deposit/Electronic Transfer.
• The position is open to all candidates eligible to work in the United States. Proof of eligibility to work in U.S. is not required to apply.
• Applicants must meet all qualifications and eligibility requirements within 30 days of the closing date of this announcement.
• Candidates must be available to work either a Tuesday through Saturday or Sunday through Thursday schedule.

OVERVIEW

Come join a dedicated and creative team at an exceptional time for the Smithsonian, an institution with a bold vision for the future: to build a better tomorrow for all. The Smithsonian Institution is the world’s largest museum, education, and research complex. The National Museum of Natural History (NMNH) is part of the Smithsonian’s unique complex and is one of the most visited museums in the United States. Its mission is to promote understanding of the natural world and our place in it. NMNH has a collection of 148 million specimens and artifacts. Each one reflects a moment in space and time and in these moments, we find Earth’s story.

The National Museum of Natural History is seeking experienced candidates to fill the Visitor Experience Associate positions. This position is located in the Office of Education, Outreach, and Visitor Experience (EOVE). EOVE is responsible for planning, creating, implementing and managing a wide range of services and programs that are designed to enhance the visitor experience and engage audiences in understanding the natural world.

The Visitor Experience Associate supports the day-to-day visitor experience operations at NMNH. The primary responsibility of this position is to deliver an exceptional visitor experience by providing outstanding customer service. The incumbent warmly greets and welcomes guests, offers accurate and helpful information, and assists with wayfinding and engagement opportunities to foster meaningful and enjoyable interactions.### DUTIES AND RESPONSIBILITIES

• Greets and assists visitors, providing orientation and information about museum and gallery exhibits, programs, and amenities at the information desks, satellite stations inside and outside of the museum, and on phone lines. Welcomes visitors at primary entrances and outdoor areas, explaining entry procedures and sharing safety and security information.
• Monitors visitor flow inside and outside of the building to uphold safety and accessibility standards, working collaboratively with team members to ensure the smooth and secure movement of guests throughout museum spaces as well as when visitors are waiting in lines.
• Performs tasks and required reports in a timely manner and in accordance with Standard Operating Procedures (SOPs), NMNH, and SI policies. Provides information to visitors on museum rules, regulations, and safety protocols to promote a secure experience.
• Supports guided tours including accessible tours, and educational programs, providing information on Smithsonian and NMNH history, architecture, and collections. Answers more complex visitor inquiries and maintains up-to-date knowledge of exhibitions and programs to ensure accurate and helpful communication.
• Supports the operation and upkeep of digital interactives, signage, and other visitor-facing technologies by monitoring functionality, promptly identifying technical issues, and reporting maintenance needs to ensure a seamless and engaging visitor experience.
• Assists with the implementation and collection of visitor feedback surveys, to support service improvements and outreach efforts.

QUALIFICATION REQUIREMENTS

Education and Experience: To qualify for this position, applicants must possess one year of specialized experience described below; OR education from an accredited college or university; OR an equivalent combination of education and experience.

Experience required for this position is as follows:

For this position specialized experience is defined as experience in coordinating the day-to-day operations of a visitor experience program at a large museum, hands-on supervision, direct, and motivate volunteers engaged in visitor experience operations, resolving issues that arise from visitors or volunteer dissatisfaction.

• Knowledge of established customer service principles and procedures to enhance the quality of visitor experiences in the museum. Knowledge of management and administrative concepts, theories, principles, methods and techniques to organize, administer and manage operational and staffing requirements for visitor activities.
• Knowledge of guest service operations, accessibility programming, visitor traffic flow, and exhibit-based engagement strategies to ensure timely assistance and equitable service delivery across both indoor and outdoor public spaces
• Familiarity with basic office software (e.g., word processing, spreadsheets, databases) is necessary to support administrative tasks and maintain accurate visitor-related records.
• Ability to assess, analyze, coordinate and evaluate a variety of work processes, programs and activities and develop or assist in developing plans, systems and procedures to provide responsive and efficient visitor services.
• Ability to interpret and apply established policies and procedures related to customer service, public engagement, and interpersonal interaction to support the delivery of clear, consistent, and accessible information to visitors to support their museum experience.
• Ability to work effectively on a variety of teams and motivate a variety of people (visitors, staff and volunteers) from a variety of education, economic and cultural backgrounds over whom they have no authority to cooperate to ensure the best experience for the most people

Or Education:

One full year of graduate level education related to the position or Superior Academic Achievement may be substituted to meet the specialized experience requirements.

To Apply:

Submit cover letter and resume by the deadline. Resumes should include a description of your paid and non-paid work experience that is related to this job; starting and ending dates of job (month and year); and average number of hours worked per week.

Unofficial school transcripts (undergraduate) must be submitted with your application package by the closing date of the announcement. If selected for the position, you must provide official transcripts before appointment.

Applicants who wish to qualify based on education completed outside the United States. Education completed outside the U.S. must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package.

Any false statement in your application may result in rejection of your application and may also result in termination after employment begins.

What To Expect Next: Once the vacancy announcement closes, a review of your resume will be compared against the qualification and experience requirements related to this job. After review of applicant resumes is complete, qualified candidates will be referred to the hiring manager.

Relocation expenses will not be paid.

The Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation should contact [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. To learn more, please review the Smithsonian’s Accommodation Procedures: Individuals with Disabilities \| Smithsonian Institution (https://www.si.edu/oeo/individuals-disabilities).

The Smithsonian Institution is an Equal Opportunity Employer. To review The Smithsonian's EEO program information, please click the following: Office of Equal Opportunity \| Smithsonian Institution (https://www.si.edu/oeo).

About National Museum of Natural History

The National Museum of Natural History (NMNH) is part of the Smithsonian Institution’s unique complex museums and galleries, the National Zoo and Conservation Biology Institute, and education and research facilities. The NMNH mission is to promote understanding of the natural world and our place in it, thus inspiring curiosity, discovery, and learning about the natural world through its unparalleled research, collection, exhibitions, and education and outreach programs. The museum’s collections tell the history of the planet and are a record of human interaction with the environment and one another. Because of the boundless curiosity of NMNH researchers, the breadth and depth of the collection, and the ability to inspire future generations of scientists, the museum has a vital role to play. In the next decade, the museum will welcome 40 million people through its doors and engage millions more digitally. Through NMNH, people can both discover the world and learn to become better stewards of it.

About the Smithsonian Institution

Founded in 1846, the Smithsonian is the world’s largest museum and research complex of 21 museums and galleries, the National Zoo and Conservation Biology Institute, and 14 education and research facilities. There are more than 6,500 Smithsonian employees, including approximately 500 scientists. The total number of objects, works of art and specimens at the Smithsonian is estimated at more than 157 million.