Head of Patron Experience

Job description

Qatar Foundation is hiring a Head of Patron Experience for the Qatar National Library in Doha. The role makes sure library services, resources and spaces are designed around patron needs, through user research, innovative projects and collaboration across departments, with a strong focus on new technology and AI inclusiveness in physical and digital spaces.

Responsibilities

• Conduct research with relevant departments through surveys, interviews, observation and usability testing of physical and digital experiences
• Analyse patron feedback to identify trends and areas for improvement
• Propose user-centred solutions for spaces, services, collections and programmes based on research and data
• Develop and implement strategies to improve patron satisfaction and engagement
• Lead innovative projects to increase accessibility and use of the library's spaces, services, collections and programmes
• Work with technology and service design teams to implement solutions, including AI-driven tools
• Address physical and digital barriers to access and keep the library inclusive for all patrons, including those with disabilities
• Train library staff and run workshops on user experience and patron service
• Prepare impact reporting and develop metrics and KPIs for user experience initiatives
• Support strategic planning, business planning and reporting for the library

Requirements

• Bachelor's degree in a relevant field
• 6-8 years of relevant full-time work experience
• Proven experience with complex digital content management systems with search and browse interfaces, preferably in digital cultural heritage, libraries, museums or archives
• Familiarity with best practice in online access to digital cultural heritage
• Knowledge of design thinking, preferably design methodologies such as Design Sprint
• Excellent communication skills and experience conducting user research and leading creative workshops
• Experience working daily with IT and visual design teams
• Excellent writing skills; Arabic proficiency is an advantage
• Knowledge of UI prototyping tools and online user research tools

Skills

• Design Thinking
• Digital Libraries
• Service Design
• Stakeholder Management
• Usability Testing
• User Research