Procurement & Shared Services. Web Transformation Programme Manager

Transcription

1 JOB DESCRIPTION TITLE: Web Analyst (Fixed term 1 year) POST NO: DEPARTMENT: DIVISION: RESPONSIBLE TO: GRADE: Commercial & Transformation Services Procurement & Shared Services Web Transformation Programme Manager M1 PURPOSE OF POST: As the Council s Web Analyst you will be responsible for supporting the analytical needs of the web services team and the wider business through the development and delivery of web analytics reports and dashboards. Using your strong analytical skills, you will take the data available and translate it into actionable business insight. Support service managers by generating new and useful information and translating it into actions that will allow them to harness the power of digital to iteratively improve their service for users. ORGANISATION CHART: Head of Procurement & Shared Services Corporate Procurement Manager Web Transformation Programme Manager ICT Strategy Manager Procurement team Web Development Officer x 4 Web Analyst x1 ICT Client team Date of JE Panel :

2 PRINCIPAL RESPONSIBILITIES: 1. Web metrics, analysis and reporting % 20 Monitor the use and user experience of our web estate by designing, developing and maintaining effective quantitative and qualitative techniques (web metrics) to provide robust evidence that supports the ongoing improvement and investment in the Council s web estate. Supporting the work of the web services team and third party partners in developing and iterating our suit of web services, based on the evidence gathered about user behaviour and user need. 2. Develop reporting standards, guidelines and KPI s 20 Develop and document a set of standardised web analytics reports and dashboards to deliver business insight in relation to how customers are accessing our digital services. Develop and define Key Performance Indicators based around: cost per transaction user satisfaction completion rate digital take-up Support the benefits realisation of digital transformation across the Council by providing management data to support service transformation/redesign. 3. Optimise our suite of web metric gathering tools 20 Configure and upgrade our suite web analytics tools so that they are optimised to support business insight in exposing our users need to support the delivery of service improvement through the web. 4. Cross channel demand management Customer Journey Mapping 15 Work with colleagues from our Research and Geospatial team, Customer Service Centre and services to develop a detailed understating of customer behaviour, demand (including failure demand) and satisfaction across face to face, phone, and web channels. Date of JE Panel :

3 5. Project Management 15 Manage and co-ordinate multiple web analytical projects which form part of the ongoing operational development or our web estate, cross cutting web transformation programme and more service targeted channel shift projects. DIMENSIONS: Supervisory Management: Financial Resources: Physical Resources: Not applicable Not applicable Own PC etc. Other: CONTEXT: The Council is committed to delivering a co-ordinated high quality web experience that enables customers to do business with it, access information about the services it delivers and providing signposting for those that it doesn t. This role is critical in helping to ensure the Council web offer is developed to the highest standards and becomes the channel of choice for the majority of our customers. Web Analyst will play a key role in driving the web transformation programme forward, providing key operational data to inform the ongoing and continuous improvement of our web services (particularly focused on refining the customer journey for our top tasks), evidencing the user and business benefits of projects being delivered through our web transformation programme and seeking out customer/business insight to inform the road map for future developments, improving customer satisfaction, cashable savings or efficiency improvements. More specifically the post holder will... Upgrade our Google Analytics installation to Universal Analytics across our suite of web services. Developing high level dashboards and in depth funnels to track user behaviour and completion rates. Become an expert in our Agilisys Engage product, implementing it across our suite of web services, share this expertise and turn this data into actionable improvement/development to our web estate. Configure, analyse and develop reporting templates within the tools provided via our GovMetric and Website Performance Service metric gathering software. The delivery of web services into the organisation is becoming increasingly high profile, with digital playing a key role in service improvement and business transformation. The web analyst role will involve working in close collaboration with services areas across the council (including senior managers) our ICT client function, customer services and IT providers, colleagues in the web services team, customer services and business stakeholders in Date of JE Panel :

4 developing analytics tools and techniques to inform the continuous improvement of the council web services based on our needs. Flexible approach and agile working The postholder will need to embrace agile working, which will include regular hot desking and working from home. Physical Effort: Working Environment: N/A Normal office environment Home working Date of JE Panel :

5 Person Specification This acts as selection criteria and gives an outline of the types of person and the characteristics required to do the job. Essential (E) :- without which candidate would be rejected Desirable (D):- useful for choosing between two good candidates. Please make sure, when completing your application form, you give clear examples of how you meet the essential and desirable criteria. Attributes Essential How Experience In depth experience of working within a large scale complex web operations environment, including content management systems (CMS) in order to deploy tracking and tagging to help track user behaviour. You will have in depth knowledge with a range of analytics packages covering websites, and social media, including generating and implementing tracking code and tags. 1,2 1,2 Desirable Experience of working in a local authority/public sector web operations environment. Knowledge of SharePoint 2010 as a web content management tool. How, Demonstrable and up to date knowledge of current trends and technical advances in digital insight and analysis. Date of JE Panel :

6 Please make sure, when completing your application form, you give clear examples of how you meet the essential and desirable criteria. Attributes Essential How Skills/Abilities In depth experience of configuring and reporting using the Google Analytics toolset, including building dashboards, funnels, 3, 5 Desirable Accreditation in Google Analytics highly desirable. How, 4 Deep analytical skills in the collating, manipulation, analysis & presentation of data including a high level of competency with Microsoft Excel, Word and PowerPoint., 3 Deploying of GA Universal Analytics across multiple web services (Sub domains) Demonstrable understanding of the concepts around the customer journey and able to describe the role of web analytics in delivering insight to support the delivery of a positive user experience on that journey. Able to use communication, negotiation and persuasion skills to gain enthusiasm and commitment from staff at all levels. Able to plan, organise and deliver operational and project work consistently within agreed deadlines using own initiative. Equality Issues Able to understand equalities issues in relation to; the development of our web estate. identifying discrimination in the workplace and taking Date of JE Panel :

7 Please make sure, when completing your application form, you give clear examples of how you meet the essential and desirable criteria. Attributes Essential How appropriate action Desirable How Specialist Knowledge Demonstrable HTML, JavaScript and CSS coding skills in the context of deploying and configuring Web Analytics tools. Knowledge of Web Metric and Analytical tools including SOCTIMs Website Performance Service, GovMetric LogoNet/Agilisys Engage Education and Training A relevant level 3 (further education) qualification or equivalent verifiable experience and training., 4 A project management qualification or accreditation, 4 Other Requirements Able to adopt a flexible approach to working hours at certain times (approximately twice a month) e.g. In response to out of hours events, upgrades, service delivery needs, emergency planning and public relations activity. (1 = Application Form 2 = Interview 3 = Test 4 = Proof of Qualification 5 = Practical Exercise) We will consider any reasonable adjustments under the terms of the Disability Discrimination Act (1995), to enable an applicant with a disability (as defined under the Act) to meet the requirements of the post. The Job-holder will ensure that Luton Borough Council s policies are reflected in all aspects of his/her work, in particular those relating to; (i) Equal Opportunities (ii) Health and Safety (iii) Data Protection Act (1984 & 1998) Date of JE Panel :

8 Supporting Statement For your Supporting Statement please ensure you answer the following questions. Essential Tell us what experience you have working within a large scale complex web operations environment, including content management systems (CMS) in order to deploy tracking and tagging to help track user behaviour. Give details about your knowledge with a range of analytics packages covering websites, and social media, including generating and implementing tracking code and tags. Tell us about your knowledge of current trends and technical advances in digital insight and analysis. Tell us what experience you have configuring and reporting using the Google Analytics toolset, including building dashboards, funnels Give details of what analytical skills you have in the collating, manipulation, analysis & presentation of data including a high level of competency with Microsoft Excel, Word and PowerPoint. Tell us about your understanding of the concepts around the customer journey and ability to describe the role of web analytics in delivering insight to support the delivery of a positive user experience on that journey. Give examples of your ability to use communication, negotiation and persuasion skills to gain enthusiasm and commitment from staff at all levels. Tell us about your ability to plan, organise and deliver operational and project work consistently within agreed deadlines using own initiative. Tell us about your understanding of equalities issues in relation to the development of our web estate and identifying discrimination in the workplace and taking appropriate action Give details about your knowledge of working with HTML, JavaScript and CSS coding skills in the context of deploying and configuring Web Analytics tools. Date of JE Panel :

9 Give details of what relevant level 3 (further education) qualification or equivalent verifiable experience and training you have Give details of your ability to adopt a flexible approach to working hours at certain times (approximately twice a month) e.g. In response to out of hours events, upgrades, service delivery needs, emergency planning and public relations activity? Desirable Please detail any other relevant information you feel may support your application for this post. Date of JE Panel :