To celebrate the launch of our third collection with the Natural History Museum, we’re sitting down with some of the ‘unsung heroes’ of the NHM to learn more about their jobs and what they love most about working at the Museum!

Meet Katy Hills, Senior Visitor Experience Manager

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Hi Katy! Can you tell us a little bit about yourself and your career so far?

I studied English Literature and Drama at university, and originally wanted to work in theatre. When I graduated, I did a range of jobs - from working as a cleaner, then three years for the NHS in a GP surgery, and after moving to London, box office work in various theatres. In late 2013, I took a temporary holiday job at the Natural History Museum as a Visitor Assistant. I fell in love with it – I found that I really enjoyed being in the galleries, talking to people, showing them the one-of-a-kind exhibits and the spectacular buildings here at South Kensington.

I became a permanent staff member in 2015, and shortly afterwards, a management position came up in the team, which I was lucky enough to get. I was promoted into my current role as a senior manager in the Visitor Experience team last year, which, being more strategic, means I have greater opportunity to shape the visitor experience here at the Museum. Having progressed in my career within this team has been incredibly fulfilling, but also very useful in my current role – it helps me to support my staff with their own professional development, and, as I’ve worked face to face with our visitors for a long time now, I have a great understanding of what makes an inspirational day out at NHM.

What made you want to work at the Natural History Museum?

Originally, it was the draw of working at a place that I loved as a child growing up. Like so many of our visitors, I have very fond memories of coming up to London for the day with my parents and sister to visit the Natural History Museum and see the dinosaurs. I’ve had a genuine love of the natural world since I was very young, and always enjoyed sharing this with others, so the role in Visitor Experience here felt like a perfect fit.

The building itself is spectacular too; it’s been my favourite piece of architecture in London since long before I worked here, and I’m still noticing new details, like an animal I’d not spotted before carved into the terracotta. More recently, it’s also become a source of pride for me that I work for an organisation which is actively trying to make positive change in the world, not only by inspiring our visitors but also with all the amazing science and research that takes place behind the scenes – here at the Museum and all over the globe. The Museum’s mission to create advocates for the planet is one that resonates with me a great deal, and I’m so glad I can play a small part in helping achieve that goal.

What’s the most exciting thing about your job?

My role involves working across the whole Museum with multiple departments being involved in really exciting and diverse projects that will impact our visitors – such as our Urban Nature Project, which will transform our gardens. I love that I’m not sat in an office all day - I’m out in the galleries talking to people, looking round a new exhibition space, or finding new ways to inspire our visitors. There’s always something going on, always something to do, and no two days are ever the same.

The Visitor Experience team are also in a unique position because every day we’re face to face with a diverse range of people from all walks of life, and we have the opportunity to encourage the next generation to care about the natural world – and inspire them to protect it. I see it every morning when visitors step inside Hintze Hall and are greeted by a blue whale skeleton diving from the ceiling – the awe on the face of every person, young and old, is magical. For me, being part of the team that makes that happen is an enormous privilege and the best part of my job – even after a decade of working here.

What’s your favourite thing in the Natural History Museum’s collections and archives and why?

This is such a hard question to answer! There are so many incredible specimens in the collection that I struggle to choose just one. My favourite animal is the pangolin, because they’re so unusual (and very cute), so the taxidermy pangolin specimens in the Mammals displays would be high on my list. I love ammonites too; there’s lots dotted all over the Museum, but my favourite is an enormous ammonite fossil on open display in the Lasting Impressions gallery that you can touch, which is spectacular. Lastly, the slice of Imilac meteorite in Hintze Hall deserves a mention – it’s beautiful to look at, but can also tell us about how the solar system was formed. It’s about 4.5 billion years old, which is mind-blowing. I try not to take for granted the fact that I’m surrounded by such amazing objects every day!

What advice would you give to someone looking to follow in your footsteps or to somebody who aspires to work at the NHM?

You don’t necessarily have to be an expert in natural history to work here – I certainly wasn’t, although my interest in wildlife definitely helped! To work in the visitor-facing team, you need to be good with people, able to think on your feet, and a confident communicator who can bring energy and enthusiasm to work every day. In each role I’ve had here, from being a temporary worker to a senior manager, I’ve tried to work hard, take every opportunity I could to learn something new, and, above all, treat every visitor and every colleague with kindness and respect.

A healthy sense of humour also goes a very long way! I also wouldn’t be where I am now without the support and encouragement of others. I’d recommend learning from your peers and managers, whether that’s asking for advice, additional training where you spot gaps in your experience, or taking on any feedback you receive and acting on it. For me, the support and advice I’ve received from my NHM colleagues, many of whom I now count as my friends, was invaluable in getting me where I am today.