Web Analyst – FTC (User Experience / Customer Journey)
A modern, cosmopolitan town, Luton benefits from a rare blend of great location, a thriving centre, superb transport links, a buoyant local economy and a highly progressive university. What’s more, all of this comes within the context of one of the most vibrant multicultural communities in the country.
Every day Luton Borough Council make a difference to people’s lives in Luton, whether it’s providing education and school meals, or helping children to cross the road safely. There are lots more services they provide and by joining them you can make a difference too!
Position: Web Analyst
Location: Luton, Bedfordshire
Job type: Full Time, 1 Year Fixed Term Contract
Hours: 37 Hours per Week
Salary: £28,922 – £31,160 per annum pro rata
Closing Date: 5th September 2014
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.
a) Monitor the use and user experience of their 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.
b) Supporting the work of the web services team and third party partners in developing and iterating their suit of web services, based on the evidence gathered about user behaviour and user need.
c) Develop and document a set of standardised web analytics reports and dashboards to deliver business insight in relation to how customers are accessing their digital services.
d) Develop and define Key Performance Indicators based around: cost per transaction, user satisfaction, completion rate, digital take-up.
e) Support the benefits realisation of digital transformation across the Council by providing management data to support service transformation / redesign.
f) Configure and upgrade their suite web analytics tools so that they are optimised to support business insight in exposing their users need to support the delivery of service improvement through the web.
g) Work with colleagues from their 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.
h) Manage and co-ordinate multiple web analytical projects which form part of the ongoing operational development or their web estate, cross cutting web transformation programme and more service targeted channel shift projects.
ESSENTIAL SKILLS / EXPERIENCE:
a) 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.
b) In depth knowledge with a range of analytics packages covering websites, email and social media, including generating and implementing tracking code and tags.
c) Demonstrable and up to date knowledge of current trends and technical advances in digital insight and analysis.
d) In depth experience of configuring and reporting using the Google Analytics toolset, including building dashboards, funnels.
f) Deep analytical skills in the collating, manipulation, analysis & presentation of data including a high level of competency with Microsoft Excel, Word and PowerPoint.
g) 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.
h) Able to adopt a flexible approach to working hours at certain times.
DESIRABLE SKILLS / EXPERIENCE:
a) A project management qualification or accreditation.
b) Experience of working in a local authority / public sector web operations environment.
c) Knowledge of SharePoint 2010 as a web content management tool.
d) Accreditation in Google Analytics highly desirable and experience of deploying of GA Universal Analytics across multiple web services (Sub domains).
e) Knowledge of Web Metric and Analytical tools including SOCTIMs Website Performance Service, GovMetric LogoNet / Agilisys Engage.
This vacancy is being advertised by Easy Web Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by Easy Web Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.
Salary: £28,922 – £31,160 per annum