Digital Interactions Team Leader

Surrey County Council; Guildford; Hybrid; GBP 54,000; Full time

Job summary

A local government authority in Guildford is seeking a Digital Interactions Team Leader to manage customer-focused digital journeys. The role includes overseeing a team and requires excellent communication and project management skills. Hybrid working of up to 3 days per week is offered, alongside a strong focus on improving customer interactions. The starting salary is £53,713 per annum.

Benefits

26 days' holiday, increasing with service

Option to buy additional annual leave

Generous local government pension

Carer's leave

Employee Assistance Programme

Learning and development resources

Wellbeing and lifestyle discounts

Qualifications

• Applicants must have experience leading digital improvement projects.
• Familiarity with customer feedback and analytics is essential.
• Experience in ensuring accessibility in digital services is required.

Responsibilities

• Lead the management of customer-focused journeys and digital communications.
• Oversee and support a small team, ensuring performance management.
• Drive customer-centric improvements across digital touchpoints.

Skills

Excellent communication skills

Experience with cross-functional teams

Mapping and refining digital customer journeys

Applying user feedback for improvements

Using analytics for digital enhancements

Managing digital projects

Job description

• Location: Merrow Complex, Merrow, Guildford, Surrey, GU4 7BQ

Description

We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.

This role has a starting salary of £53,713 per annum, based on a 36 hour working week.

We are excited to be recruiting a Digital Interactions Team Leader to join our excellent team. This role is based in Merrow, Guildford and offers hybrid working up to 3 days per week.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff)
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents.

About The Role

As the Digital Interactions Team Leader, you will lead on managing new customer-focused journeys, activities, and digital communications to provide an outstanding customer experience across all customer facing touchpoints. This role offers a varied workload, balancing routine responsibilities with opportunities to contribute to cross-functional projects and service improvements. You will work with the Systems and Data Manager, Central Customer Team, and the wider SCC Digital and Web team to promote and embed a customer-centric approach to front-end system processes.

This position includes direct line management responsibilities, with oversight of a small team. You will be expected to provide guidance, support professional development, and ensure effective performance management in line with organisational standards.

Over the coming 12 to 18 months, you will play a central role in delivering customer-centric improvements across our digital touchpoints. As the Council progresses towards devolution into unitary authorities, this role will be pivotal in ensuring that the customer experience remains at the heart of all changes. You will work to align processes and information across services, helping to create a seamless and coherent transition for both internal teams and the public. This is a unique opportunity to influence how digital services evolve within the Place directorate during a period of significant organisational change.

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

• Excellent communication skills to effectively present findings and recommendations to both technical and non-technical stakeholders
• Experience working in cross-functional teams and collaborating with diverse groups
• Experience in mapping and refining digital customer journeys to enhance service delivery and user satisfaction
• Ability to apply user research and feedback to shape content and service improvements
• Confident in using analytics and feedback to guide digital enhancements and prioritise improvements
• Capable of managing digital projects, working across teams, and aligning outputs with strategic goals

To apply, we request that you submit a CV and you will be asked the following 4 questions:

• Describe a time when you led a digital improvement project that improved customer experience. What was your strategy and what impact did it have?
• Tell us about a time you used customer feedback or analytics to improve a digital service. What did you learn and what changed?
• What role does accessibility and inclusion play in your approach to digital service design?
• How would you develop and implement a digital strategy to improve customer interactions across multiple services?

Before submitting your application, we recommend you read the job description and our Life at Surrey handbook to get an insight into working at Surrey.

Contact Us

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.

The job advert closes at 23:59 on 30/11/2025 with interviews planned to follow.

We look forward to receiving your application, please click on the apply online button below to submit.

Local Government Reorganisation (LGR)

Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum criteria, we guarantee you an interview.

Your skills and experience truly matter to us. From application to your first day, we're committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.