Digital Customer Experience Officer

Portsmouth City Council

Reference: OCT20210739

Job details


Civic Offices Guildhall Walk Portsmouth

Job type

Full Time, Permanent


£29,557 - £32,233 Per Annum

Closing date

26 October 2021

Are you a talented digital customer expert looking for a new challenge? Are you passionate about exceptional online customer experience for all our customers across our platforms, embracing the challenge of creating and maintaining accessible websites with outstanding UX. If you are ready for a new challenge, continuing the transformation of our digital customer experience, then we want to hear from you.

Portsmouth City Council

At Portsmouth City Council we’re all about developing our staff, because we want to build a bigger and better city but we need the best employees to do so.

With a little over 207,000 residents and 7,000 businesses throughout this city, this unitary authority’s main goal is to ensure the best care and development of all those within the city. From customer service to Multi-million pound projects, our residents are at the heart of everything we do.

Your New Role

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 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 need to succeed

We need an experienced digital customer experience officer to continue to support the development of the council’s website and digital channels, utilising exceptional UX and data analysis skills to ensure our customers are at the heart of everything we do, and driving the creation of high quality, accessible content.

The digital customer experience officer will own our digital reporting tools and be responsible for reporting on all data deriving from use of the council’s digital channels and user experience performance. The post holder will have the ability to interrogate and interpret data using business analytical tools to identify issues and opportunities, provide recommendations and be confident in its execution to positively affect the customer experience across all digital channels, including the website, social media and email.

Reporting to the digital customer experience manager, the post holder will live and breathe customer journeys, placing the resident at the heart of every data-driven decision. The digital customer experience officer will also be responsible for creating/developing website architecture, focusing on the council website and intranet, as well as on websites developed for internal and external clients.

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. 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. For those with families we have child care benefits as well as discounts with local businesses which can be enjoyed by all.

What next

To make sure your application is above the rest, please review the “Job Profile” to ensure you application matches the requirements of the role.

Please ensure to complete the application in its entirety and add in comments to the Personal Statement section stating how you meet the points on the job profile

We look forward to speaking with you soon.