Service Experience Lead

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.

The role of the Service Experience Lead is to ensure that colleagues requiring support from Group Tech have an excellent experience. The critical element is for our colleagues to be happy, whilst receiving the service they require in a quick, effective manor, via one of our multiple contact points. In addition, this role strives to reduce costs without impacting experience.

What's the job?:

- 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.

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, actively support experimentation, and strive to build an environment where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisher here

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

**#li-bn1**: