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Service Experience Developer

  • Job
    Mid & Senior Level
  • People, HR & Administration
  • Southampton

AI generated summary

  • You must be customer-focused, human, curious, agile, inclusive, and accountable to excel as a Service Experience Developer at Kingfisher plc.
  • You will redefine the IT support experience using AI and chat bot technology, analyze data to propose solutions, drive automation, collaborate with support teams, and ensure timely delivery of services. Expertise in ServiceNow, agile methodology, and technical skills is key.


  • Be Customer Focused – constantly improving our customers’ experience
  • I listen to my customers
  • I use available data to help make decisions
  • Be Human – leading with purpose, 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 – building trust and empowering people to work with agility
  • I have courage to be creative
  • Done is better than perfect, I aim for 80/20
  • Be Inclusive – inspiring diverse teams to achieve together
  • I embrace allyship
  • I have self-awareness and a desire to learn
  • Be Accountable – owning the plan, delivering results and growth
  • I own my actions
  • I understand the Kingfisher plan and how it relates to my role


  • The role of the Service Experience Developer will be to ensure that colleagues requiring support from Group Tech have a quick, seamless, and great experience. The critical element is for our colleagues to be happy and to have the service they require dealt with quickly and effectively using our multiple contact points. In addition this role strives to reduce costs without impacting experience.
  • Familiar with AI and chat bot technology, knowledge of ServiceNow including virtual agent, access control and performance dashboards.
  • Redefine the colleague IT support experience by finding opportunities for continuous improvement using all current & future tooling, analysing data and proposing solutions.
  • Provide technical support through Incident, Request, Problem and Change-derived workloads, in-line with OKRs
  • 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.
  • Ensure timely delivery of assigned stories, testing completed and released in accordance with the agile processes.
  • Comfortable working using an Agile methodology, estimating work within sprints, quickly identifying blockers, testing is completed and released in accordance with the agile processes.
  • 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 and AMS OKR’s
  • Being an evangelist within the Service Operations and AMS 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.
  • Analytical Skills - ability to collect and analyse information, tackle complex problems rationally, and make decisions on time for enhanced productivity.
  • Communication - ability to use language to express and share information. It includes verbal and non-verbal communication across all channels and levels of the Kingfisher group.
  • Technical Skills – Recognised as “SME” for relevant Technical Services relating to the role.
  • “Technologist” attitude – awareness of vendor product roadmaps, general industry challenges and an ability to translate these into a plan to develop services.
  • Decision-Making - Capable of working independently and handling own workload with little supervision, with a track record of being a self-starter.


What is the role of a Service Experience Developer at Kingfisher?

The role of a Service Experience Developer at Kingfisher is to ensure that colleagues requiring support from Group Tech have a quick, seamless, and great experience. This includes redefining colleague IT support experience, providing technical support through various workloads, monitoring usage and value, driving automation requirements, and working with 3rd party vendors for future developments.

What skills are required for a Service Experience Developer?

A Service Experience Developer should possess analytical skills for problem solving, effective communication skills, technical expertise in relevant services, a technologist attitude to keep up with industry challenges, decision-making capabilities, and the ability to work independently with little supervision.

What does Kingfisher offer in terms of rewards and benefits for Service Experience Developers?

Kingfisher offers benefits such as private health care with family level cover, participation in the Kingfisher Pension Scheme, 25 days' holiday per annum, a staff discount at B&Q and Screwfix, participation in the Kingfisher Share Incentive Plan, life assurance, competitive bonus scheme, and the opportunity to participate in the Kingfisher Share Save scheme.

How can I apply for a Service Experience Developer position at Kingfisher?

To apply for a Service Experience Developer position at Kingfisher, you can send in your application via the Kingfisher Careers website. If your application progresses to the next stage, you will have a telephone interview or one-to-one conversation with a recruiter, followed by a face-to-face or virtual interview. Feedback will be provided post-interview, and if successful, you will receive details of the job offer.

Retail & Consumer Goods

Mission & Purpose

Kingfisher plc is an international home improvement company with approximately 1,900 stores, and operations in eight countries across Europe. We operate under retail banners including B&Q, Castorama, Brico Dépôt, Screwfix, TradePoint and Koçtaş, supported by a team of over 82,000 colleagues. We offer home improvement products and services to consumers and trade professionals who shop in our stores and via our e-commerce channels. At Kingfisher, we believe a better world starts with better homes. We help make better homes accessible for everyone. As a Group, we use our core strengths and commercial assets, and we power our retail banners to address the significant growth opportunities that exist within the home improvement market #PoweredByKingfisher