Senior Guest Experience Manager at Lego in Ole Kirks Plads 1 Billund, Syddanmark, 7190 Denmark

Senior Guest Experience Manager
LEGO House – Billund, Denmark

Are you a leader who believes the best insights come from walking the floors — being close to guests, supporting teams in the moment, and understanding the guest journey from the inside out?
Do you come with strong hospitality expertise and a passion for transforming real-world experience into strategic direction?

Then step into a role where your presence, leadership and hospitality passion will shape how thousands of guests experience the magic of LEGO House!

Help shape the magic!
As our new Senior Guest Experience Manager, you will lead the entire Guest Experience area and hold end-to-end responsibility for ensuring that every moment in LEGO House — from that very first spark of curiosity to the final cheerful “see you soon” sprinkled with a touch of LEGO magic — feels seamless, joyful, and truly world class.

You will guide a team of Team Leads and indirectly a workforce of ~100 dedicated employees, while also driving a strong team culture built on shared values. Together, you will cocreate guest experiences that are strategic, future fit, and deeply rooted in our ambition to deliver memorable Learning Through Play experiences.

Your Mission

You will lead the overall Guest Experience agenda at LEGO House, ensuring:

A coherent, strategic and future fit guest journey across the entire house

Strong cross-house collaboration with Food & Beverage, Retail, Experience, Sales & Insights, Marketing, People & Culture etc.

Continuous development of digital and physical guest experiences

A high performing leadership team that lives our hospitality principles every day

A culture where guest insights and NPS drive decisions

A housewide anchoring of Learning Through Play in every touchpoint

In short: You will guide, elevate, and develop the experience delivered by every single host.

What you will lead and shape

You will lead and develop the Guest Experience leadership team by coaching and ensuring high performance and strong leadership capabilities across all teams. You will elevate the guest journey by securing a cohesive and strategically anchored delivery of worldclass experiences while introducing new processes, tools, and behaviors that enhance satisfaction and engagement.

With a strong focus on insights, NPS, and development, you will translate guest feedback and data into clear strategic priorities, identify improvement opportunities, and drive initiatives that push the experience forward.

Who we are looking for

You are a strategic thinker with a hospitality heart. You bring leadership confidence, a development mindset, and a deep passion for creating joyful, seamless experiences.

We imagine you bring:

5–8+ years of experience in guest experience, hospitality, or similar

A strong track record driving NPS, hospitality excellence, and guest facing improvements

Experience influencing or leading frontline hospitality environments

Professional fluency in English (additional languages are a plus)

A bachelor’s degree in hospitality, business, tourism, or similar

What we offer

A unique chance to shape the heart of experience delivery in LEGO House

The opportunity to lead leaders — and influence how ~100 colleagues meet our guests

A workplace that celebrates creativity, curiosity, and Learning Through Play

An international environment where every day brings something new

A role where your leadership will be felt by thousands of guests every single week

This position offers an outstanding opportunity to grow as a leader while shaping a worldclass guest experience defined by unique and warm hospitality, with a personal touch. You’ll work closely with guests from across the globe and help craft moments that stay with them long after they leave LEGO House.

Ready to build the future of guest experience with us?

Apply today and help us create unforgettable moments in The Home of the Brick.
If you have questions about the position, feel free to contact:
Kim Thorborg Jakobsen, Head of Operation & Sales at: [email protected]

Take the first step on this exciting journey and submit your application today!

In connection with recruitments in LEGO House, we process your personal data as stated in this .

About LEGO® House

LEGO® House is an experience house in Billund, Denmark, celebrating the LEGO brick and the LEGO idea. The 12,000m2 is filled with 25 million LEGO bricks ready to give LEGO fans of all ages the ultimate LEGO experience.

In LEGO House we are not only working on making memorable and magical LEGO experiences for all our guests, but also on being the best place to work for all employees. Here you can be your true self at work every day and you will be appreciated for exactly who you are. We strive to create a diverse, dynamic and inclusive culture of play, where everyone feels safe, valued and they belong.

As an employee at LEGO House, you are part of a team of passionate and dedicated specialists and leaders who, across teams and functions, are committed to creating world-class LEGO experiences for everyone visiting the house. We have a fundamental belief that to deliver this, LEGO House needs to be the best place to work for all employees. It is like a coin where the one side does not go without the other.

When recruiting future colleagues, we focus not only on recruiting colleagues who match the job description and profile. A match with the LEGO House values and culture is also a requirement, and by joining the team you get the opportunity to have an exciting career with a much-loved brand where personal development and purpose in what you do, goes alongside passing on fantastic LEGO moments to our guests.

Go explore LEGO® House - The world's best play date to learn more about our mission, workplace, people and culture.

Senior Guest Experience Manager

Job Description - Senior Guest Experience Manager

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