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Service Experience Optimization Lead
2 months ago
About Kingfisher
Kingfisher is a leading global home improvement company, renowned for its diverse portfolio of brands including B&Q, Screwfix, Brico Depot, Castorama, and Koctas. With over 78,000 passionate individuals across the globe, we strive to cultivate the largest community of home improvers worldwide.
The Role: Service Experience Optimization Lead
We are seeking a driven and innovative Service Experience Optimization Lead to join our dynamic team in Southampton. This role offers a flexible blend of on-site and remote work, allowing for a balanced and productive work environment.
Your Responsibilities:
- Continuously elevate the IT support experience for colleagues by identifying areas for improvement and implementing effective solutions.
- Demonstrate your problem-solving expertise by translating business requirements into practical technical solutions.
- Lead Agile methodologies, accurately estimate project workloads, and prioritize backlogs to ensure efficient workflow.
- Ensure seamless integration of virtual agent tools with existing colleague-facing platforms for a unified support experience.
- Drive automation initiatives to streamline colleague support processes and enhance overall efficiency.
- Monitor usage patterns and generate comprehensive reports on colleague experience metrics to inform strategic decisions.
- Collaborate closely with vendors and developers to contribute to the ongoing enhancement of service delivery tools.
- Champion a culture of successful service delivery aligned with organizational objectives and goals.
Your Profile:
- Customer-centric mindset with a passion for delivering exceptional support experiences.
- Empathetic and compassionate approach, prioritizing the well-being of colleagues.
- A lifelong learner, eager to explore new technologies and industry best practices.
- Collaborative team player who values diversity and inclusivity in a dynamic work environment.
- Adaptable and agile individual, thriving in fast-paced settings and embracing change.
- Results-oriented professional with a commitment to achieving organizational goals and driving growth.
