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Service Experience Lead

1 month ago

Southampton, Southampton, United Kingdom Kingfisher Full time

Job Title: Service Experience Lead

Job Summary:

We are seeking a highly skilled Service Experience Lead to join our team at Kingfisher. As a Service Experience Lead, you will be responsible for ensuring that our colleagues receive excellent IT support experience. This role involves redefining the colleague IT support experience by identifying opportunities for continuous improvement, gathering requirements, and building stories and sprints aligned to colleagues' needs.

Key Responsibilities:

  • Redefine the colleague IT support experience by identifying opportunities for continuous improvement using all current & future tooling, gathering requirements, building stories and sprints aligned to colleagues' needs.
  • Proven problem solver able to interpret detailed business requirements into technical solutions.
  • Advising colleagues/customers of feasibility and risks of potential solutions and support creation of initiatives.
  • Comfortable working using an Agile methodology, estimating work within sprints, identifying blockers, handling and monitoring workload, building and prioritising backlogs through user & stakeholder feedback.
  • Lead the sprint planning sessions, daily standups and sprint reviews ensuring the timely delivery of assigned stories, testing completed and released in accordance with the agile processes.
  • 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.
  • 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 objectives and key results.
  • Being an evangelist within the Service operations 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.

Requirements:

  • Be Customer Focused – constantly improving our customers' experience
  • Be Human – acting with humanity and care
  • Be Curious – thrive on learning, thinking beyond the obvious
  • Be Agile – working with trust, pace and agility
  • Be Inclusive – acting inclusively in diverse teams to work together
  • Be Accountable – championing the plan to deliver results and growth

About Kingfisher:

At Kingfisher, we value the perspectives that any new team members bring, and we want to hear from you. We encourage you to apply for one of our roles even if you do not feel you meet 100% of the requirements.

We offer an inclusive environment, where what you can achieve is limited only by your imagination. We encourage new ideas, actively support experimentation, and strive to build an environment where everyone can be their best self.

We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.