This job ad has been posted over 40 days ago...

Full-time UX & Digital Access Officer (Fixed Term, 12 months)

at Serco, Peterborough City Council in Peterborough

We are currently recruiting a UX & Digital Access Officer for the councils’ Digital Front Door programme on a 12 month contract. The UX & Digital Access Officer will play a key role within this programme in developing and rolling out of new digital channels allowing residents and visitors of Peterborough to access Council services, quicker, easier and more conveniently.

Principal Duties:
The key aim of the role is to provide the Digital Front Door programme team with qualitative customer insight and user experiences and supporting the digital services hub with comprehensive feedback and advice on how customer want to use digital channels. Additionally you will;
Work closely with the Business Intelligence Manager in the implementation of the Channel Shift strategy, including future initiatives to encourage channel switching;
Develop focus groups to gather qualitative data and customer insight on new digital service ideas and to trial and test new digital services;
Clearly communicate User Experience approaches and design decisions to stakeholders and systems Project Managers;
Work with the Customer Insight and Digital Analyst to provide customer profiling to understand our customers’ needs and requirements;
Support the Digital Inclusion Officer in face-to-face coaching to help the wider community to access the internet and embrace the advantages of self-service;
Work closely with the communications team to create and lead on campaigns to raise awareness of the benefits of being online;
Establish and support a network of volunteer digital champions to increase confidence and levels of digital engagement;

Skills and Experience:
As the successful candidate you will have a proven track record in a similar UX role, preferably within local government or the public sector. You will be able to demonstrate experience of making decisions based upon data from user testing, analytics and insight. As such excellent communications skills both verbal and written are essential to the role, along with the ability to produce reports and presentations in new innovative formats. In addition to this you will have;
Experience of delivering digital communications and / or inclusion projects and initiatives;
Experience of training and / or working with communities to develop skills and abilities;
Experience of engaging and developing relationships with the public, internal teams and outside agencies;
Good IT skills and a high level of competency in the use of digital technology;
Some technical knowledge about options for the installation of Wi-Fi networks;
A detailed knowledge of digital exclusion and the impact this can have, as well as a wider understanding of national and regional initiatives to increase digital access;


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Published on 05-04-2017