Head of Patron Experience

Job Purpose

The Head of Patron Experience will play a critical role in ensuring that library services, resources, and spaces are designed and optimized to meet the needs of patrons effectively and efficiently. This role will involve conducting comprehensive research, leading innovative projects, and collaborating with various departments to enhance the overall user experience at QNL, with a strong focus on incorporating the latest technologies and AI inclusiveness in both physical and digital spaces.

Key Result Areas

• Conduct research in collaboration with relevant departments through surveys, interviews, observations, and usability testing for both physical and digital experiences.
• Analyze patron feedback to identify trends and areas for improvement.
• Based on continuous research, data-driven findings, and usability testing, propose user-centered solutions to problems and enhancement needs for spaces, services, collections, programs, and any offerings of QNL.
• Develop and implement strategies to enhance patron satisfaction and engagement.
• Identify opportunities and lead innovative projects to increase the accessibility and usage of QNL’s spaces, services, collections, and programs.
• Collaborate with technology and service design teams to implement cutting-edge solutions that improve the patron experience, including the integration of AI-driven tools and technologies.
• Address barriers to access, whether physical or digital, by working on projects with relevant stakeholders within the library.
• Develop initiatives to ensure the library is inclusive and accessible to all patrons, including those with disabilities.
• Support in shaping the user-focused mindset of library staff through training and advocating for best practices in user experience design and execution.
• Conduct workshops and training sessions to build staff capacity in delivering excellent patron services.
• Work on impact reporting for the library, with a special focus on capturing stories of change to serve reporting, communication, and advocacy purposes.
• Develop metrics and KPIs to measure the success of user experience initiatives.
• Lead program feedback reporting and work on program enhancement initiatives with relevant departments.
• Ensure continuous improvement of library programs based on patron feedback and data analysis.
• Work on projects with partners related to user experience, and support and guide QNL departments on user experience in their projects.
• Foster relationships with external partners to bring new ideas and innovations to QNL.
• Keep abreast of developments, trends, and issues in areas of responsibility, including library science, user experience, technology, and AI.
• Participate in professional development opportunities to stay current with industry best practices and emerging technologies.
• Serve in working groups to push user-centric suggestions and ensure patron needs are considered in decision-making processes.
• Advocate for the patron perspective in all library initiatives and projects.
• Support the Strategic Planning and Project Development (SPPD) team in business planning, reporting, governance, and special project responsibilities.
• Contribute to the development and implementation of the library’s strategic plan.
• Other reasonable tasks as assigned by supervisor.

Minimum Knowledge, Skills & Experience

• Bachelor’s degree in a relevant field.
• 6-8 years of relevant full-time work experience.
• Proven experience in the field of complex digital content management systems with search and browse interfaces, preferably in digital cultural heritage, digital libraries, museums or archives.
• Familiarity with best practices in on-line access to digital cultural heritage.
• Knowledge of the design thinking approach, preferably also design methodologies (e.g. Design Sprint).
• Excellent communication skills, experience in conducting user research and leading creative workshops.
• Experience in teamwork and daily cooperation with IT and visual design teams.
• Excellent writing skills with the ability to draft and edit a variety of written reports and communications and to articulate ideas clearly and concisely; Arabic proficiency is an advantage.
• Knowledge of user interface prototyping tools and services.
• Knowledge of tools and services supporting on-line user research.