Senior Digital Customer Officer

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 accessible websites with outstanding UX? Are you an instinctive innovator, constantly looking for new ways of doing things and striving to make continuous improvements? Are you confident and articulate with the excellent communications skills necessary to inspire and engage our stakeholders? If you think you could play a leading role in the on-going transformation of the council's approach to digital customer, then we want to hear from you.

Your new role

This is a critical role, and we are looking for an exceptional candidate with the talent, experience, confidence, and determination to ensure a consistently exceptional customer experience across the council's website, intranet, and satellite sites.

As Senior Digital Customer Officer you will have overall responsibility for the content and information architecture of the council's website and intranet. Responsible for the overall quality of content across both sites, you will ensure content is written with customers in mind whilst providing advice and support to the digital customer assistants and marketing and communications officers responsible for generating content. You will also be responsible for the information architecture of both sites, ensuring content is easy for users to navigate and the site is optimised to support the completion of transactions online and seamless customer experience across platforms.

You will ensure that both sites are compliant with legislative requirements (e.g accessibility, data protection/GDPR). You will lead on developing and implementing a strategic approach of the use of data and insight to optimise the performance of the sites, taking ownership of a wide range of digital reporting tools and developing and maintaining data dashboards.

You will work with a range of customers and stakeholders across the organisation to enable you to map customer journeys across websites and utilise date and insights to recommend and implement improvements.

You will have a degree or equivalent in a relevant subject area and/or an appropriate relevant professional qualification or significant experience managing online user experience, including information architecture, content and digital data/insight, preferably in the context of a large or complex organisation. With excellent client liaison skills and a digital expert with a range of experience across multiple digital channels, you will be confident leading on user experience whilst making tangible improvements. You will be able to understand strategic business objectives and propose digital approaches using research and data driven digital strategies to achieve measurable objectives.

You will be confident in handling a wide range of date from multiple sources and have expert knowledge of user experience including usability and accessibility best practice. In addition, you will have experience in supporting and developing staff and will be able to demonstrate your ability to drive improvements to individual and team performance.

We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:

• Generous annual leave (27 days per year rising to 31, pro rata for part time hours) with the potential to purchase additional leave.


• A fantastic pension which allows you the opportunity to pay in more for that greater return.


• We offer flexible working options including hybrid working with a minimum of two days office based per week pro rata, giving you the flexibility to work up to three days at home every week. Hybrid working is dependent on the role and service needs, exact details will be discussed with you at interview.


• Access to a wide range of training and development opportunities including apprenticeships.


• Extensive wellbeing support through the Employee Assistance Programme


• Discount on travel, travel loans and the bike loan scheme


• Discounts on a wide range of goods and services - access a range of discounts and offers from thousands of restaurants, shops and more.


Staff rewards: https://careers.portsmouth.gov.uk/working-for-the-council