Job Description
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.The role of the Service Experience Lead is 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’ experienceI listen to my customersI use available data to help make decisionsBe Human – acting with humanity and careI do the right thingI am respectfulBe Curious – thrive on learning, thinking beyond the obviousI build and share new ideasI try new things and share my learningsBe Agile – working with trust, pace and agilityI have courage to be creativeDone is better than perfect, I aim for 80/20Be Inclusive – acting inclusively in diverse teams to work togetherI embrace allyshipI have self-awareness and a desire to learnBe Accountable – championing the plan to deliver results and growthI own my actionsI understand the Kingfisher plan and how it relates to my roleAt 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.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.Interested? Great, apply now and help us to Power the Possible.#li-bn1 Rewards & Benefits What we offer. Private Health Care Opportunity to receive up to family level cover with Bupa. Join within three months of starting or at annual renewal in April. (This benefit is subject to Benefit In Kind taxation). Kingfisher Pension Scheme Immediate eligibility through auto-enrolment. Contribute 8% to receive a max 14% from the Company. 25 Days' Holiday 25 days per annum plus bank holidays as stated in your contract (pro rated for part time colleagues). Staff Discount 20% discount at B&Q and Screwfix. Eligible after 3 months service. Kingfisher Share Incentive Plan (SIP) Share ownership in a tax efficient way. Save between £10 to £150 per month. Join at any time once three months service is reached. Life Assurance x4 Salary plus benefit equal to value of your Retirement Account (if an active member of KPS-MP) or x1 Salary if not active member. Bonus Competitive bonus scheme that aligns to work level of role. Kingfisher Share Save Save with the option to buy Kingfisher plc shares at the end of a 3 or 5 year period. Offered annually. Three months service is required at the annual invitation date, normally in October. Our Behaviours At Kingfisher, we are united by our 6 core behaviours Be customerfocussed Constantly improving our customer experience Be human Acting with humanity and care Be curious Thriving on learning, thinking beyond the obvious Be inclusive Acting inclusively in diverse teams to achieve together Be agile Working with trust, pace and agility Be accountable Championing the plan to deliver results and growth