Description CX Digital Design Specialist Reference number: 10449 Closing date: 11:45pm, Thursday 7 November 2024 Permanent full-time position Work in a hybrid way, within a highly skilled team Salary commencing at $94,996.15 (BAND 6) per annum (pro-rata) commensurate with experience plus 11.5% superannuation The Opportunity This position is within Council’s Customer Experience and Insights team and will assist in developing, implementing and evaluating Council’s websites to provide an outstanding customer experience. The role will manage the functionality and continuously improve the quality and engagement of Council’s websites. If this sounds like an opportunity that you could excel in, then apply now. Responsibilities Manage and oversee maintenance of Council’s websites Manage major website improvements, including search engine improvements, information architecture improvements, and/or full redevelopments of Council’s websites. Manage technical and security updates within the content management system(s) including associated modules and plugins, to ensure optimal site uptime and reliability. Proactively provide advice, support and training to teams through Council regarding their website (CX/UX) presence to ensure the website empowers the community to discover current information about MVCC quickly and easily. Monitor, track and report on website use to optimise performance and educate the organisation on its value. Troubleshooting system and process issues independently as raised by the customer service team or other departments, escalating if necessary, and coordinating a resolution. Work with the CX Development and Design team to implement user experience changes to the website (e.g. implementing major structural changes) driven by enhancements to touchpoints such as the CRM, Valley Hub intranet and Cloud Contact Centre. Ensure website complies with organisation Brand Guidelines, Writing Style Guide and best practice digital and accessibility principles including a Level AA standard in the Web Content Accessibility Guidelines (WCAG) and the Disability Discrimination Act 1992. Skills & Experience, and Key Selection Criteria The position is required to have: Tertiary qualification and significant industry experience in website user experience (UX), or related discipline is essential, with some relevant experience at a leadership level in driving the strategic vision of a website Strong communications skills, both written and verbal, especially for online audiences. Demonstrated experience reviewing digital content for online communication campaigns, including storytelling skills. Demonstrated experience using search engine optimisation to guide content across digital channels. Demonstrated ability to deliver key integrations between various digital platforms. Demonstrated experience in providing customer-centric services within a complex organisation Excellent technical knowledge and can easily understand new tools quickly. Demonstrated skills in time management, project management, and problem-solving. How to Apply Applications must be submitted through our online system and should be in line with the Moonee Valley City Council Application Guide . Applications that do not meet these requirements may not be considered. As part of your application, please ensure you upload a separate document addressing the Key Selection Criteria which can be found at the bottom of the Position Description . For further information, please view the Position Description or contact Andrea Micallef, Team Leader Customer Experience. In line with Council Policy, Council positions require you to be vaccinated against COVID-19. If you are successful in our recruitment and selection process, you will be required to provide evidence of your vaccination status