Yarra City Council CX Web Officer

CX Web Officer  

Permanent - Full Time (Flexible) 

Band 5 - $76,910.62 - $89,109.02 + super + RDO (RDO applicable for full time 38 hours per week only)

 Hybrid/flexible working arrangements and an emphasis on work/life balance!

• Excellent employee benefits and competitive salary 
• Work in a dynamic and collaborative environment
• Supportive and Friendly team environment where we value growth and development

Make your mark! Be part of Yarra’s digital communications and marketing team to help shape the direction our new website and streamlined customer experience journeys.  

We’re seeking a web content specialist with a curious mind and a team-player looking to sink their teeth into a purpose-led role in an engaging local government environment.  

As a creative problem solver and experienced digital writer, you’ll who knows the ins and outs of websites and champion what makes great content design based on accessibility, SEO and UX principles to help improve our online customer experience and drive an uptake in digital transactions.  

What could a week in this role look like? 

• Strategising ways to improve grants and community strengthening web content and supporting BAU web content requests.  
• Working with our Customer Experience team to understand our customer service journeys both online and offline to improve our website experience.  
• Meeting with diverse and passionate internal business partners to help ensure their content remains customer-centric. 
• Evaluating UX improvements to live chat and digital assistance uptake. 

The role sits within the high-performing and collaborative Digital Communications and Marketing Branch within the Governance, Communications and Customer Experience Division. 

The person: 

• A digital communications professional with experience in website content development and implementation. 
• Support the development and implementation of user experience (UX) strategies, frameworks and services that enable or support superior user experiences and effective engagement. 
• Thinks big picture with experience in implementing integrated website solutions. 
• A natural problem solver with experience trouble shooting and resolving website support issues. 
• Comfortable with data, delivering helpful reporting, and generating insights to ensure activities are achieving KPIs. 
• Creative flair and ability to distil complex information into engaging content. 

The role: 

• Supports and reports to our web content advisor.  
• Deliver BAU website updates for internal stakeholders – you’ll need to be hands on assisting other CMS users to edit and publish content. 
• Use Google Analytics to report on website usage across Yarra’s external website properties. 

To be successful, you will require: 

• Communications or marketing experience in a similar role within a complex, high-pressure environment. 
• Impeccable writing for the web, spelling and grammar, with a superior eye for detail. 
• Proven stakeholder and project management experience, with an ability to distil technical terms into easily understood actions. 
• Sound knowledge of customer journey mapping and UX design principles. 

Yarra City Council is a dynamic and progressive organisation. We pride ourselves on having an inclusive culture and aim to make a positive difference in people’s lives. This is a significant role that is a great opportunity for someone who is highly motivated, and people focused. 

For further information see the position description below or contact Sean Morgan, Digital Content Advisor (Web) - sean.morgan@yarracity.vic.gov.au 

 CX Web Officer - Position Description .pdf

Applications close on Thursday 21 March 2024 at 11:55pm. 

In your application, the selection panel will assess your CV against the technical skills, abilities, and qualifications of the Position Description as well as your separate responses to the Key Selection Criteria. 

*This position is subject to satisfactory Police Check prior to commencement. Pre-employment checks are not used by Yarra City Council to prevent any applicant from applying for this position. Each application will be considered on its merits. 

Yarra City Council is committed to being an child safe organisation and supports flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously and linguistically diverse people, young people, older people, women, and people who identify as gay, lesbian, bisexual, transgender, intersex or queer. We draw pride and strength from our diversity, remain open to new approaches and actively foster an inclusive workplace that celebrates the contribution made by all our people.