Senior Digital Customer Officer

Portsmouth City Council

Reference: JUL20226241

Job details


Civic Offices Guildhall Walk Portsmouth

Job type

Full Time, Permanent


£36,370 - £40,578 Per Annum

Closing date

17 August 2022

Are you a talented digital customer expert looking for a new challenge? Are you passionate about using data and insight to drive an exceptional online experience for all our customers across our platforms, embracing the challenge of creating and maintaining exceptional content for accessible websites with outstanding UX? Are you an instinctive innovator, constantly looking for new ways of doing things and striving to make continuous improvements to UX? Are you confident and articulate with the excellent communications skills necessary to inspire and engage our stakeholders? If you have an instinctive drive to deliver continuous improvements and the enthusiasm and passion to succeed in this role, then we would love to hear from you.

Your new role

You will be responsible for the overall quality of content across the council’s website and intranet, encompassing everything from the customer journey and information architecture to the analytics and data that drive continuous improvements. Leading a small team working on digital content, you will provide advice and guidance to colleagues from across the council on all aspects of the customer experience on our platforms and will ensure our customers are at the heart of every decision we make about our digital content. You will also be responsible for the information architecture of both the website and intranet, ensuring content is easy for users to navigate and the sites are optimised to support the completion of transactions online.

You will be joining our forward-thinking digital customer team, which includes the two digital customer assistants who will report to you, as well as developers and analysts who work across our websites and online transactions. The digital customer team works collaboratively with marketing and communications, digital and graphic design, market research, community engagement and customer services. You will be both supported by and providing support for your colleagues across our multi-disciplinary function, sharing your knowledge and building your own expertise and experience.

What you will need to succeed

Of course, you will need to be a digital expert with significant UX experience, preferably working with large or complex websites, and you will need advanced knowledge/experience of Google analytics and other analytical tools and experience deploying data/insight to drive continuous improvements.

You will need to have demonstrable experience creating exceptional, engaging, and targeted digital content that meets clear measurable objectives. You will also have experience of developing and implementing approaches to quality assurance, making sure our websites meet a range of standards, including around accessibility, and are compliant with relevant legislation.

In addition to being an exceptional candidate with the wide range of experience required to succeed in this role, you will be a natural innovator with the drive and determination to make continuous improvements to our digital platforms, motivated by providing an exceptional experience for our customers.

What you will get in return

We believe in work-life balance. The council is now working in a hybrid way, and our expectation is that this role will work flexibly splitting time between the office in the centre of Portsmouth and working from home. We also believe in on-going professional development, can provide a wide range of training and development, and will discuss opportunities and aspirations, as well as working hours and location, with the successful candidate.

As well as competitive pay, you will receive all the benefits of working for a local authority, including competitive pay, a local government pension, 26-days annual leave as standard with the option to buy more, as well as child care benefits, access to a cycle to work scheme and more.

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

We look forward to speaking with you soon.