Customer Experience Service Lead — Shape Simple IT Journeys

ED ENERGY; Gloucester; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Electric vehicle leasing

Gym membership

Life assurance

Tech vouchers

Experience days

Market-leading pension

Job summary

EDF Energy in the UK is seeking a Service Lead to shape and improve end-to-end customer experiences across Enterprise IT. You will champion customer journeys, ensure services are accessible and easy to navigate, and focus on delivering outcomes colleagues need most.

This is a 12-month fixed-term contract with a starting salary of £50,000 per annum and a potential annual bonus. You will work flexibly across the UK with occasional travel to London, Exeter and other EDF locations, partnering with

Qualifications

• Strong customer focus and ability to influence across teams.
• Experience turning feedback into action and measurable improvements.
• Ability to build relationships with internal and external partners.

Responsibilities

• Own and improve key IT customer journeys across Enterprise IT.
• Simplify experiences by removing steps and unclear ownership.
• Improve self-service, knowledge and service catalogue experiences.
• Turn customer feedback and data into prioritised improvement plans with measurable outcomes.
• Build partnerships across Enterprise IT, suppliers and stakeholders.

Skills

Customer focus

Stakeholder management

Analytical thinking

Problem solving

Collaboration

Tools

ServiceNow

Service Catalogue

Knowledge Management

Request Management

Job description

EDF Energy in the UK is seeking a Service Lead to shape and improve end-to-end customer experiences across Enterprise IT. You will champion customer journeys, ensure services are accessible and easy to navigate, and focus on delivering outcomes colleagues need most.

This is a 12-month fixed-term contract with a starting salary of £50,000 per annum and a potential annual bonus. You will work flexibly across the UK with occasional travel to London, Exeter and other EDF locations, partnering with