Customer Experience Service Lead

EDF (UK); Gloucester; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Electric vehicle leasing

Gym membership discount

Life assurance

Tech vouchers

Experience days

Market-leading pension scheme

Job summary

EDF (UK) is seeking a Service Lead to shape end-to-end customer experiences across Enterprise IT. You will champion customer journeys, ensuring services are easy to access, simple to navigate and deliver outcomes colleagues need most.

You will use customer feedback, performance data and insights to identify opportunities for change and drive improvements with measurable outcomes. Flexible working across the UK with occasional travel to EDF locations.

Qualifications

• Understanding customer journeys and identifying where services can be made simpler, clearer or easier to use.
• Building effective relationships and influencing internal and external partners to improve service outcomes.
• Using feedback and service data to identify improvement opportunities.
• Reducing customer effort by removing duplication and unclear ownership.
• Designing accessible and inclusive journeys for diverse user groups.

Responsibilities

• Owning and improving key IT customer journeys, focusing on moments that matter to colleagues.
• Simplifying experiences by removing steps and unclear ownership across teams and suppliers.
• Improving self-service, knowledge, and service catalogue experiences.
• Turning feedback and data into prioritized improvement plans with measurable outcomes.
• Building partnerships to deliver joined-up service improvements.

Skills

Customer journey understanding

Stakeholder influence

Data-driven improvement

Process simplification

Inclusive journey design

Job description

EDF (UK) is seeking a Service Lead to shape end-to-end customer experiences across Enterprise IT. You will champion customer journeys, ensuring services are easy to access, simple to navigate and deliver outcomes colleagues need most.

You will use customer feedback, performance data and insights to identify opportunities for change and drive improvements with measurable outcomes. Flexible working across the UK with occasional travel to EDF locations.