Description
The appointed person should have experience of social media analytics and a strong understanding and knowledge of social platforms. They should have experience of working with multiple data sources including web analytics, media statistics and social media data. They should be able to interrogate and analyse data using social analytics software and raw data (eg Excel) and social listening and insight tools. Experience in social analytics insights, reporting and data collation is also necessary for this role.
We need an resource offering professional expertise in providing Real Time social analytics through the monitoring of all major social media channels. This will involve monitoring trends as they develop and to provide Real Time analysis and insight to a number of key stakeholders, so that they can take appropriate action in terms of improvements to services, managing demand or issuing communications.
The appointed person should have experience of social media analytics and a strong understanding and knowledge of social platforms.
They should have experience of working with multiple data sources including web analytics, media statistics and social media data.
The key responsibilities for this role are:
To develop and maintain relationships with key stakeholders (Digital Delivery Centres, Corporate Communications, Press Office, Customer Strategy, Senior Leaders, etc.) in order to identify the topics that are of strategic importance to the Department and produce the search queries. This will require regular updates, taking account of emerging issues, policy and trends, in order that it remains current. Working with the new Digital Delivery Centres to support User Researchers with insight that will help to develop appropriate digital products and services, as well as to provide Real Time feedback on service that move to live. Short-term horizon scanning - using various social media channels to anticipate sentiment, reaction and issues with developing policy, products or services. This will involve working with various planning and comms teams from across the Department to understand the pipeline for Key Business Events and new products and services. Real Time reporting - when alerted to spikes in chatter around our topics, the jobholder will aim to produce a report for Senior Managers and Press Office within 30 minutes. This will include a summary of the issue, details about the channels on which it is trending and whether it has been picked up by influential users (using Klout scores or similar) or the media. Ad-hoc reporting as requested, which may be in the form of detailed analysis or a top level report. For example, providing a daily deep-dive into Self Assessment to support the SA peak (or, similarly, for Tax Credits), ensuring that customer feedback and emerging issues are captured. Daily monitoring of various social media channels to ensure that the Social Customer Support team is fully-supported in terms of emerging issues that may affect responses or have an impact on the reputation of the Department.
The appointed person should have experience of social media analytics and a strong understanding and knowledge of social platforms. They should have experience of working with multiple data sources including web analytics, media statistics and social media data. They should be able to interrogate and analyse data using social analytics software and raw data (eg Excel) and social listening and insight tools. Experience in social analytics insights, reporting and data collation is also necessary for this role.