Service Experience Developer

2 months ago

Southampton, United Kingdom Kingfisher Full time

Overview:
We’re Kingfisher, A team made up of over 78,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in.

At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. Based out of our Southampton office we are working flexibly with balance of onsite/home working.

What's the job?:
The role of the Service Experience Developer will be to ensure that colleagues requiring support from Group Tech have a quick, seamless, and great experience. The critical element is for our colleagues to be happy and to have the service they require dealt with quickly and effectively using our multiple contact points. In addition this role strives to reduce costs without impacting experience.
- Familiar with AI and chat bot technology, knowledge of ServiceNow including virtual agent, access control and performance dashboards.
- Redefine the colleague IT support experience by finding opportunities for continuous improvement using all current & future tooling, analysing data and proposing solutions.
- Provide technical support through Incident, Request, Problem and Change-derived workloads, in-line with OKRs
- Liaise with support teams and service desks where necessary to ensure the Virtual agent tool integrates with other colleague facing tools to ensure a smooth colleague support journey.
- Ensure timely delivery of assigned stories, testing completed and released in accordance with the agile processes.
- Comfortable working using an Agile methodology, estimating work within sprints, quickly identifying blockers, testing is completed and released in accordance with the agile processes.
- Drive the automation requirements to ensure we get the best Virtual Agent / colleague contact support for our colleagues in real time, fixing their issues and requests anytime of the day
- Monitor usage and value ensuring reporting requirements and measures are in place to measure the colleague experience.
- Aim to reduce the number of service desk and support team contacts by exposing and developing our auto self-heal and AI (Artificial Intelligence) tooling.
- Working with 3rd party vendors and the wider developers on what the future/ “good” looks like
- Ensuring successful delivery of services in-line with the Service Operations and AMS OKR’s
- Being an evangelist within the Service Operations and AMS chapter, using Viva, SharePoint, Teams to show-case: team successes, new services and capabilities to both the IT and wider business community.
- Promote and participate in team events, weekly, monthly, and quarterly planning sessions across product group and wider Service teams.
- ** Analytical Skills** - ability to collect and analyse information, tackle complex problems rationally, and make decisions on time for enhanced productivity.
- ** Communication** - ability to use language to express and share information. It includes verbal and non-verbal communication across all channels and levels of the Kingfisher group.
- ** Technical Skills** - Recognised as “SME” for relevant Technical Services relating to the role.
- ** “Technologist” attitude** - awareness of vendor product roadmaps, general industry challenges and an ability to translate these into a plan to develop services.
- ** Decision-Making** - **Capable of working independently and handling own workload with little supervision, with a track record of being a self-starter.

What you'll bring:
**Be Customer Focused - constantly improving our customers’ experience**
- I listen to my customers
- I use available data to help make decisions

**Be Human - acting with humanity and care**
- I do the right thing
- I am respectful

**Be Curious - thrive on learning, thinking beyond the obvious**
- I build and share new ideas
- I try new things and share my learnings

**Be Agile - working with trust, pace and agility**
- I have courage to be creative
- Done is better than perfect, I aim for 80/20

**Be Inclusive - acting inclusively in diverse teams to work together**
- I embrace allyship
- I have self-awareness and a desire to learn

**Be Accountable - championing the plan to deliver results and growth**
- I own my actions
- I understand the Kingfisher plan and how it relates to my role

In return, we offer an inclusive environment, where what you can achieve is limited only by your imagination We encourage new ideas

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