Service Experience Lead

1 week ago

Southampton, Southampton, United Kingdom Kingfisher Full time

Overview

We're Kingfisher, a team of passionate individuals who bring our brands to life. As a Service Experience Lead, you'll play a critical role in ensuring our colleagues receive exceptional support from Group Tech. Your focus will be on delivering a seamless experience, reducing costs without compromising quality, and driving continuous improvement.

Key Responsibilities

  • Redefine the colleague IT support experience by identifying opportunities for improvement using current and future tooling.
  • Proven problem solver able to interpret business requirements into technical solutions.
  • Advising colleagues and customers on feasibility and risks of potential solutions.
  • Comfortable working with Agile methodology, estimating work within sprints, and handling workload.
  • Liaise with support teams and service desks to ensure Virtual Agent tool integrates with colleague-facing tools.
  • Drive automation requirements to deliver best Virtual Agent/colleague contact support.
  • Monitor usage and value, ensuring reporting requirements and measures are in place.
  • Aim to reduce service desk and support team contacts by exposing and developing auto self-heal and AI tooling.
  • Work with 3rd party vendors and developers on future/"good" solutions.
  • Ensure successful delivery of services in-line with service operations objectives and key results.
  • Be an evangelist within Service operations chapter, showcasing team successes and new services.
  • Promote and participate in team events, planning sessions across product group and wider Service teams.

What You'll Bring

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

Our Behaviours

We're united by our 6 core behaviours: Be Customer Focused, Be Human, Be Curious, Be Inclusive, Be Agile, and Be Accountable.

What We Offer

  • Competitive benefits package.
  • Opportunities to stretch and grow your career.
  • Inclusive environment where you can be your best self.

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