Digital Customer Journey Lead

We’re looking for someone to take forward our newly emerging Customer Contact Strategy in this exciting role full of opportunity and innovation.

We want to make our website the number one choice for our residents and businesses by ensuring our customer journeys are simple and work. 

We’re continuing with our ambition to put the user’s digital experience at the heart of any service redesign to further encourage channel shift.  

You will support our continuous improvement programme which includes integrating the website with technical back-office systems, working across Customer Services and IT. 

As Customer Journey Lead, you will oversee and implement the Customer Contact Strategy and will be responsible for the Web Development Officer who will work closely with you to constantly improve the customer journey. 

You will have experience using content management systems, excellent attention to detail and be able to write accurately in Plain English.  

You will also have a good understanding of Government accessibility regulations and be able to design content which works with common assistive technologies to make sure that our online services are accessible to all. 

This role will work across all Council departments with staff at all levels so it’s important you have strong communication skills and can work in partnership in a fast-paced environment. 

This role is likely to be on a Flexible Contract as defined by our Agile Working Policy the minimum frequency for in-office attendance will be twice/three times per week, however it could be more frequent based on the demands of the service.  We therefore expect candidates to reside within a commutable distance from the Town Hall in Nelson, Lancashire.    

Pendle Borough Council offers an excellent work-life balance including an Agile Working Policy which allows a flexible approach to work location, flexitime with no core hours, up to 2 days flexi leave a month, compressed working options and up to 31 days annual leave.

The Council’s benefits package includes an excellent Local Government Pension Scheme, generous holiday allowance with the option to buy additional annual leave, a cycle to work scheme, home tech and car scheme salary sacrifice schemes.  You will also be rewarded with access to our benefits programme, Viv up, which provides easy access to unbeatable discounts for retailers such as Argos, M&S, B&Q, Currys PC World, etc.

We welcome and encourage job applications from people of all backgrounds.  Pendle Borough Council does not discriminate on any basis of disability, sex, marriage or civil partnership, race, gender reassignment, religion or belief, sexual orientation, age, pregnancy, or maternity.