Social network you want to login/join with:
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. We’re big, but we aim to become even bigger and better. Our goal is to become the leading home improvement company and to grow the largest community of home improvers worldwide. That’s where you come in.
At Kingfisher, our customers come from all walks of life, and so do we. We are committed to ensuring all colleagues, future colleagues, and applicants are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnicity, culture, religious or philosophical beliefs, political opinions, disability, gender identity or expression, or sexual orientation. Based out of our Southampton office, we work flexibly, balancing onsite and remote work.
The role of the Service Experience Lead is to ensure colleagues requiring support from Group Tech have an excellent experience. The key focus is on colleague satisfaction, delivering quick, effective service through multiple contact points, while also striving to reduce costs without compromising quality.
What's the job
* Redefine the colleague IT support experience by identifying opportunities for continuous improvement using current and future tooling, gathering requirements, building stories, and managing sprints aligned with colleagues’ needs.
* Proven problem solver capable of translating detailed business requirements into technical solutions.
* Advise colleagues and stakeholders on the feasibility and risks of potential solutions; support the creation of initiatives.
* Comfortable working within an Agile methodology, estimating work within sprints, identifying blockers, managing workload, and prioritizing backlogs based on stakeholder feedback.
* Lead sprint planning, daily standups, and reviews to ensure timely delivery of stories, with testing and release in accordance with Agile processes.
* Coordinate with support teams and service desks to ensure integration of Virtual Agent tools with other colleague-facing systems for a seamless support experience.
* Drive automation initiatives to optimize Virtual Agent and colleague contact support, enabling real-time issue resolution.
* Monitor usage and value, establishing reporting to measure colleague experience.
* Reduce support contacts by developing auto self-heal and AI tooling.
* Collaborate with third-party vendors and developers to envision future improvements.
* Ensure services are delivered successfully, aligned with operational objectives and key results.
* Promote team successes and new capabilities within the Service Operations chapter using Viva, SharePoint, and Teams.
* Participate in team events and planning sessions across product groups and wider service teams.
What you'll bring
Customer Focus – constantly improve our customers’ experience
* Listen to customers
* Use data to inform decisions
Humanity – act with care and respect
* Do the right thing
* Show respect
Curiosity – thrive on learning and innovation
* Share new ideas
* Try new approaches and share learnings
Agility – work with trust, pace, and flexibility
* Be creative and courageous
* Prioritize progress over perfection
Inclusivity – act inclusively within diverse teams
* Embrace allyship
* Be self-aware and eager to learn
Accountability – deliver results and support growth
* Own your actions
* Understand how your role supports Kingfisher’s overall plan
We value diverse perspectives and encourage applications even if you don’t meet 100% of the requirements. We offer an inclusive environment where your potential is only limited by your imagination. Learn more about our Diversity & Inclusion initiatives.
We also provide a competitive benefits package and opportunities for career development.
If you're interested, apply now and help us Power the Possible.
Rewards & Benefits
* Private Health Care – Up to family cover with Bupa, available after three months or at annual renewal.
* Kingfisher Pension Scheme – Auto-enrolled with an 8% contribution from you and up to 14% from the company.
* 25 Days' Holiday – Plus bank holidays, pro-rated for part-time colleagues.
* Staff Discount – 20% at B&Q and Screwfix, after three months.
* Share Incentive Plan – Save and potentially buy shares in Kingfisher after three months of service.
* Life Assurance – Coverage up to four times your salary.
* Bonus Scheme – Competitive, role-based bonuses.
* Share Save – Save towards buying Kingfisher shares over 3 or 5 years.
#J-18808-Ljbffr