KYS Limited
Global Head of Customer Accessibility
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Company Description
KYS Limited is an emerging startup based in Sefton in the United Kingdom, with the ambition to become a global leader in attractions and theme parks. The company is in a growth phase, building innovative experiences for visitors while laying the foundations for international expansion. As part of a small, agile team, team members have the opportunity to shape products, processes, and culture from the ground up. KYS Limited values creativity, inclusion, and accessibility as core elements of its future guest experience. Joining now means contributing directly to how the organisation evolves and scales worldwide.
Role Description
The Global Head of Customer Accessibility is a full-time, hybrid role based in the United Kingdom, with a blend of on-site work and remote flexibility. This role will design and lead the company-wide accessibility strategy for all attractions, services, and digital touchpoints, ensuring that experiences are inclusive for guests of all abilities and backgrounds. Day to day, the role will define accessibility standards, policies, and guidelines, and collaborate with design, operations, and technology teams to embed accessibility into ride design, facility layouts, websites, mobile applications, and guest services. The Global Head of Customer Accessibility will review new concepts and plans for compliance with accessibility legislation and best practice, and will conduct audits, customer journey mapping, and user testing with diverse guest groups. The position will also be responsible for training and coaching teams on accessible customer service, managing feedback and complaints related to accessibility, and reporting accessibility performance and improvements to senior leadership. In addition, this role will build partnerships with disability advocacy organisations and regulatory bodies to stay ahead of emerging standards and innovation in accessible attractions.
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Qualifications
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- Proven experience leading accessibility, inclusion, or customer experience initiatives in attractions, hospitality, retail, travel, or a related customer-focused industry.
- Strong knowledge of accessibility standards and regulations (such as the Equality Act 2010, UK building regulations, WCAG guidelines) and how they apply to physical and digital environments.
- Demonstrated ability to develop and implement global or multi-site accessibility strategies, policies, and frameworks.
- Experience conducting accessibility audits, customer journey assessments, and usability testing with people with diverse access needs.
- Excellent stakeholder management skills, with the ability to influence senior leaders and collaborate effectively with design, operations, engineering, and digital teams.
- Skilled in data analysis and reporting to monitor accessibility metrics, customer feedback, and continuous improvement initiatives.
- Strong communication and training skills, with the ability to design and deliver inclusive customer service training for a wide range of team members.
- Comfort working in a fast-paced startup environment, with strong problem-solving skills and the ability to balance strategic thinking with hands-on
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