REGIONAL HEAD OF GUEST EXPERIENCE - UK (MATERNITY COVER)

Location (Country-County-City) UK-Dorset-Poole
Job Locations UK-Dorset-Poole
ID
2025-9047
Employment Type
Full-Time
Offer/Contract Type
Fixed End Date/Seasonal
Location Name

LOCATION: UK RESORT THEME PARKS

Are you a passionate leader who thrives in fast-paced operational environments? Do you believe in the power of unforgettable guest experiences? At Merlin Entertainments, we’re on a mission to create truly magical moments across our world-class attractions – and we’re looking for a Regional Head of Guest Experience (Maternity Cover) to help lead that journey.

ABOUT THE ROLE:

As our Regional Head of Guest Experience, you’ll be the driving force behind exceptional service delivery across attractions in your region. You’ll translate global strategies into local action, ensuring operational excellence, consistent guest satisfaction, and a seamless experience from arrival to exit.
This is a hands-on leadership role—you’ll work closely with frontline and attraction teams, not from behind a desk, but right where the magic happens. Your guidance will shape how our guests feel, and your strategic vision will ensure service consistency aligned with our global standards.

KEY RESPONSIBILITIES:

Operational Excellence
Lead the region’s guest experience operations, supporting attraction managers in day-to-day performance.
Provide real-time coaching to frontline teams and ensure adherence to high service standards.
Act as the senior escalation point for complex guest complaints and sensitive feedback.
Transformation & Improvement
Implement practical, region-specific operational changes to improve service flow and guest satisfaction.
Roll out and support change initiatives across multiple attractions, including recovery frameworks and resource optimization.