Kerri Thomas
Digital Customer Experience and Website Manager @Waverley Borough Council
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WORK HISTORY
Digital Customer Experience and Website Manager @Waverley Borough Council
Oversee digital customer experience and website management for Waverley Borough Council, ensuring content is accurate, up-to-date, and accessible- Lead user testing initiatives for site navigation improvements and major homepage projects, gathering insights to optimise user journeys- Monitor website performance using analytics tools, identifying trends and implementing enhancements to increase engagement and satisfaction- Implement SEO best practices and accessibility fixes to ensure compliance with web standards and improve visibility for all users- Manage content operations and governance, developing and maintaining policies to uphold content quality and consistency- Promote content best practice and digital standards across teams, supporting colleagues with guidance, training, and continuous improvement processes.
EDUCATION
Future Learn / University of Coventry
Course
University of Bedfordshire
Bachelor of Arts - BA
ABOUT KERRI THOMAS
With over a decade of experience in content management, I lead the digital customer experience and website management for Waverley Borough Council. My role focuses on designing and delivering intuitive, accessible online services that empower residents to engage with the council efficiently and effectively. I oversee the continuous improvement of our website, ensuring it is user-friendly, mobile-responsive, and aligned with best practice in accessibility and usability. By championing digital inclusion and innovation, I help drive channel shift, reduce avoidable contact, and support the council’s commitment to delivering modern, customer-focused public services.Employment skills- Content management: extensive experience in managing content and SEO strategies, ensuring alignment with business objectives, and delivering high-quality content. Always learning and keeping up with the latest trends, from AI, using Social Media as a search tool and SGEs- Team leadership: skilled in leading and motivating a content team to achieve content and SEO goals- User experience optimisation: passionate about improving user experience through data-driven insights and user testing- Data analysis: proficient in analysing data to inform content strategy and user experience improvements- Customer journey mapping: expertise in mapping and optimising customer journeys to enhance engagement and satisfaction- Guidelines and governance: experienced in setting up, implementing and maintaining website best practices, guidelines, and controls in content production and managementInterests and hobbies- Enjoy travelling to new and exciting destinations- Extensively travelled around Latin America and Antarctica, Southern Africa, Australia and New Zealand, Europe and the Far East- Enjoys learning something new - Loves the arts, including theatre, music and visiting galleries and museums- Interested in environmental issues- Likes the outdoors from walking, gardening and exploring my local area.
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