Digital Visitor Experience Director

Company: J. Paul Getty Trust
Location: Los Angeles
Posted on: June 2, 2025

Job Description:

Diversity, Equity, Accessibility, and Inclusion at GettyGetty believes diversity, equity, accessibility, and inclusion are essential to our excellence and to the execution of our mission. The Getty community values differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and cooperation. We are committed to creating a welcoming workplace that reflects the various backgrounds of the communities we serve and includes individuals who bring a diversity of values and experiences. Individuals of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.Job SummaryReporting to the Senior Director, Public Technologies, the Digital Visitor Experience Director is responsible for determining strategy and aligning product direction for the technologies and digital experiences that make up Getty's public presence for visitors to our campuses and website. You will provide leadership and direct four teams with a combined staff of 21, composed of software developers, user experience and visual designers, application managers, and our emerging platforms group. You will be responsible for determining the optimal manner to deploy human and financial resources to provide a seamless, high-quality experience for users that both delights and that reinforces Getty's strategic priorities and initiatives.You should care passionately about visitors, understanding how technology can improve people's experience of visiting Getty before, during and after a visit. You should understand how these experiences lead to brand loyalty and direct support of our organization, both financially and through personal connections. And you should understand how digital storytelling can build a global community, even for those visitors who may never step foot on our campus.In this newly created role, you will be responsible for enabling a consistent, high-quality customer experience and defining Getty's public digital persona through your leadership of the team that manages the applications that provide ticketing, event management, donor management, email marketing, our audio guide, and our content management system. You will oversee the team that provides user experience research, visual design, and interprets Getty's brand in the digital space as well as the team of software engineers that builds Getty.edu, our core web property, and Quire, our open-source digital publications tool. You will also oversee and integrate Getty's emerging platforms program, which works with outside partners to develop high-polish digital experiences that communicate the impact of Getty's collections and work. You will direct the training, support, documentation, and vendor management related to those applications and products, as well as any needed integrations between these applications. You will be a key stakeholder in Getty's larger visitor experience initiative, a key strategic priority, ensuring that digital concerns are fully integrated into on-site experiences. You will also be responsible for putting in place the tools needed to provide visibility and analytics of the data needed to make strategic decisions.Major Job Responsibilities

• As an expert in the domain, provide product oversight and set priorities for Getty's visitor experience, aligning with larger strategic priorities while advocating for a consistent, delightful user experience, consistent workflows for staff, and coherent content, data, and analytics practices.
• Build a consistent set of goals, practices, and behaviors for Getty's complex ecosystem of visitor-facing applications, ensuring visitors have a seamless experience across multiple vendor-provided systems and products.
• Build on Getty's award-winning capabilities as a digital storyteller, aligning our considerable expertise with larger strategic goals.
• Ensure that Getty's digital user experience consistently reinforces Getty's larger brand, even across products outside of your direct control, through the creation of a consistent design system, dissemination of best practices, and well-communicated user experience research.
• Manage, support, and mentor other managers, providing direction, setting objectives and delegating assignments. Prioritize professional development across the team and reinforce culture. Conduct annual performance evaluations and set achievable goals for managers and teams.
• Set policies and procedures for the department, emphasizing consistent working methods, effective documentation, and sustainable practices.
• Serve as a subject matter expert advising and leading the development of Getty-wide policies impacting visitor experience (e.g., onboarding experience, wayfinding, ticketing).
• Manage a departmental budget of approximately $3.8 million annually as well as a significant portfolio of one-time projects and initiatives.
• Influence development of overall objectives and long-term goals for the organization, leveraging domain expertise and insights as a member of an international professional community.
• Build relationships and collaborate effectively with peers inside and outside the organization, serving as a representative of Getty within professional communities of practice and providing a model of excellence to the cultural heritage field.
• Communicate the impact, strategy, and value of Getty's user experience, broadening understanding and building commitment for change and action within Getty and internationally.Qualifications
  • Bachelor's degree
  • 7 to 10 years of supervisory and/or project/process management experience
  • Proficiency with standard business softwareKnowledge, Skills and Abilities
    • Strong leadership and people management capabilities, particularly in hybrid work environments.
    • Demonstrated experience in setting digital strategy for a visitor-facing organization. Museum experience is welcomed, as is comparable experience in other domains.
    • Experience in setting and sustaining product vision for content-driven digital products, with experience in integrating with headless content management and APIs strongly preferred.
    • Experience leading complex front-end software engineering projects and teams within an agile, continuously deployed environment.
    • An understanding of the full lifecycle of vendor software products, with experience migrating platforms, negotiating contracts, and developing integrations.
    • Proven experience building multi-disciplinary coalitions across complex organizations, particularly when advocating for the visitor experience conflicts with long-standing practice or business goals.
    • An understanding of the creative processes necessary to identify, shape, and complete digital storytelling platforms and the ability to mentor and direct creative teams within the constraints of a complex organization.
    • Ability to create an environment that fosters creativity, collaboration, shared values, and professional ethics.
    • Recognition as a thought leader in the cultural heritage technology space, with the deep professional network needed to effectively represent Getty and further our strategic goals.
    • Understanding of best practices in content and software, including privacy, security, and standards.
    • An understanding of data analytics, reporting, and data-driven decision-making processes, with the proven ability to define relevant key performance indicators, report on progress to stakeholders, and identify strategic changes needed to meet those goals.Benefits and PerksHere are just some examples that Getty offers/provides for full-time employees:
      • Medical, Dental, and Vision insurance coverage, starting on date of hire. Getty pays 75%-95% of the premium, depending on the plan selected.
      • 403(b) Employee Investment retirement plan - with up to 5% Getty Match
      • Getty contribution of 6%, on behalf of employee, to 401(a) retirement account
      • Educational Assistance and professional development
      • Paid Vacation, Sick, and Personal Days
      • 12 Paid Holidays
      • Many positions have bi-weekly Off-Fridays
      • On-Site Fitness Center at Getty Center
      • Community service opportunitiesTo learn more about our comprehensive benefits and long list of perks, go to Getty HR.Equal Opportunity EmployerWe are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.
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Keywords: J. Paul Getty Trust, Palmdale , Digital Visitor Experience Director, Executive , Los Angeles, California