Digital Customer Experience Manager

Portsmouth City Council

Reference: NOV20217658

Job details


Civic Offices Guildhall Walk Portsmouth

Job type

Full Time, Permanent


£39,880 - £52,500 Per Annum

Closing date

31 January 2022

Are you a talented digital customer expert looking for a new challenge? Are you passionate about creating exceptional data and insight driven customer experiences across multiple digital platforms? Do you have the knowledge, experience and vision to lead and develop our talented digital customer experience team and to own the future strategy for a website with 1.6m unique users? Do you have the strong commercial skills we need as we continue to grow the element of our business that provides websites for internal and external clients? Are you a confident and articulate communicator, who can act as an ambassador and inspire our stakeholders to come on the digital customer journey? If this sounds like you, we want to hear from you.

Your new role

At Portsmouth City Council, we are committed to putting our customers at the heart of everything we do, providing excellent services for our 210,000 residents.

The digital customer experience manager provides expert leadership around digital customer engagement across multiple websites, platforms and apps, leading a brilliant team of developers and content creators, and establishing clear strategies that contribute to the council’s digital journey.

In addition to responsibility for a website with 1.6million unique users and counting, the digital customer experience manager also delivers website projects for internal and external clients.

You’ll be joining a collaborative working environment as part of a dynamic and creative multi-disciplinary team. You’ll be both supported by and providing support for your management team colleagues across customer transformation, customer services, marketing and communications, market research and design, sharing your knowledge and building your own expertise.

We believe in work-life balance too. The council is trialling hybrid working, and our expectation is that this role would spend one/two days per week in the office in the centre of Portsmouth, and three/four days a week working from home. And we believe in on-going professional development, and will discuss opportunities and aspirations, as well as working hours and location, with the successful candidate.

What you’ll get in return

As well as highly competitive pay you’ll receive all the benefits of working within a local authority organisation, which ranges from flexible working hours to a fantastic pension which allows you the opportunity to pay in more for that greater return. Annual leave starts at 26 days going up to 30 days and staff discounts for travel and local shops. We wish to support all our staffs development throughout, if that’s progression planning or involvement within the on the job apprenticeship scheme we will work together to drive your career.


If you would like an informal discussion about the role, please contact

What next

To make sure your application is above the rest and for full job details, please review the “Job Profile” to ensure your application matches the requirements of the role and you fully demonstrate how you meet the points on the job profile. If you wish to submit a CV, please consider attaching a covering letter outlining why you are the perfect candidate for this position demonstrating how you meet the points on the job profile.

previous candidates need not apply.