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Service Experience Lead

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

AI generated summary

  • You must be customer-focused, have a human approach, be curious, agile, inclusive, and accountable. Embrace learning, creativity, and ownership in a diverse team environment.
  • You will redefine IT support for colleagues, lead Agile sprints, drive automation for real-time support, monitor usage, collaborate with vendors, and promote team success within Service operations.


  • 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


  • 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 is the main responsibility of a Service Experience Lead at Kingfisher?

The main responsibility of a Service Experience Lead at Kingfisher is to ensure that colleagues requiring support from Group Tech have an excellent experience. This includes providing quick and effective support via multiple contact points while striving to reduce costs without impacting the experience.

What qualifications or skills are required for the role of Service Experience Lead?

Some of the qualifications and skills required for the role of Service Experience Lead include being customer focused, a problem solver, comfortable with Agile methodology, proficient in gathering requirements, and able to lead sprint planning sessions.

What benefits are offered to employees at Kingfisher?

Kingfisher offers a range of benefits to employees including private health care with Bupa, a pension scheme, 25 days holiday per annum, staff discount at B&Q and Screwfix, life assurance, competitive bonus scheme, and opportunities to save and invest in Kingfisher shares.

What is the application process like for a role at Kingfisher?

The application process at Kingfisher typically involves submitting an application through the Kingfisher Careers website, a review by the Talent Acquisition team, a telephone interview or one-to-one conversation with a recruiter, a face-to-face or virtual interview, and feedback from the recruiter regarding the outcome of the application.

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