Service Innovation Lead
Share
Job Location:
Southampton - UK
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Overview
WereKingfisher A team made up of over 74000 passionate people who bring Kingfisher - and all our other brands: B&Q Screwfix Brico Depot Castorama andKoctasto life. Guided by our purpose Better Homes. Better Lives. For Everyone. We believe a better world starts with better homes and we work every day to make that a reality. Join us and help shape the future of home improvement.
We are looking for anewService InnovationLeadto join positionplays a key role in shaping how colleagues experience IT support ensuring services are simpleeffectiveand focused on whattheyneed most. By improving digital support journeys and increasing smart automation this role helps colleagues feel supportedwhile enablingthe teamto deliver value efficiently and sustainably.
This role will be based at our B&Q Head Office just outside Southampton with an expectation of 12 days a month in the office.
Whats the job
Lead the continuous improvement of the colleague IT support experience identifying opportunities to enhance service using existing and emerging tooling.
Translate colleague and stakeholder needs into clearly prioritised backlogs user stories and sprint plans using Agile ways of working.
Facilitate sprint planning dailystand-upsand reviews to supporttimely high-quality delivery of agreed outcomes.
Guide colleagues and stakeholders on solution options highlighting feasibilityrisksand benefits to support informed decisions.
Drive adoption and ongoing improvement of the virtual agent experience through clear communication feature releases and practical guidance.
Work closely with support teams servicedesksand partners to ensure tools integrate seamlessly across the colleague support journey.
Monitor delivery progress value and outcomes using insight and reporting to reduce avoidable support demand through automation.
What youll bring
Experience working in an IT delivery or Scrum Master role within an Agile environment.
Hands-on experience with ServiceNow including virtual agent capabilities and performance reporting.
Strong analytical skills with the ability to turn complex business needs into practical well-considered solutions.
Clear and confident communication skills with the ability to engage a wide range of colleagues and stakeholders.
A collaborative self-starting approach with the confidence to manage priorities and work independently when needed.
How We Work
We believe in flexibility and balance. Our hybrid model blends home working for focus with time spent connecting and collaborating - whether in our offices or at offsite locations. On average around 60% of your time will involve in-person collaboration.
We value the perspectives new team members bring and encourage you to apply - even if youdontmeet 100% of the requirements.
What We Offer
An inclusive environment where your potential is limited only by your imagination. We encouragenew ideas support experimentation and strive to create a workplace where everyone can be their best self. Find out more about Diversity & Inclusion at Kingfisherhere.
We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career. Scroll down below to find out more about our benefits.
Diversity & Inclusion
Our customers come from allwalks of life- and so do to ensuring all colleagues future colleagues and applicants are treated equally regardless of age gender marital or civil partnership status ethnicity culture religion belief political opinion disability gender identity gender expression or sexual orientation.
Interested Great apply now and help us to Power the Possible.
#LI-KO1
Key Skills
About Company
Kingfisher plc is an international home improvement company with over 1,360 stores in nine countries across Europe. We operate under retail banners including B&Q, Castorama, Brico Dépôt, Screwfix, Tradepoint and Koçtaş, supported by a team of 77,000 colleagues
