Service Experience Lead: Elevate IT Customer Journeys

EDF Energy; Gloucester; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Pension scheme

Electric vehicle leasing

Discounted gym membership

Job summary

EDF Energy is seeking a Service Lead to shape end-to-end IT customer journeys across Enterprise IT. You will champion customer journeys, ensuring services are easy to access, simple to navigate and focused on delivering outcomes colleagues need most.

This is a 12-month fixed-term contract with a salary starting at £50,000 per year, and a potential annual bonus. Flexible working across the UK with occasional travel to London, Exeter and other EDF locations when needed.

Qualifications

• Customer-focused and collaborative; able to influence across teams
• Experience turning insight into action
• Strong stakeholder management
• Able to translate pain points into actions

Responsibilities

• Owning and improving key IT customer journeys, focusing on the moments that matter most to colleagues
• Simplifying customer experiences by removing unnecessary steps, duplication and unclear ownership across teams and suppliers
• Improving self-service, knowledge and service catalogue experiences so customers can find the right help more easily
• Turning customer feedback, service data and insight into prioritised improvement plans with measurable outcomes
• Building strong partnerships across Enterprise IT, suppliers and business stakeholders to deliver joined-up service improvements

Skills

Understanding customer journeys

Influencing across teams and Stakeh

Problem solving

Data/insights interpretation

Collaboration

Tools

ITIL

ServiceNow

Service Catalogue

Knowledge Management

Request Management

Job description

EDF Energy is seeking a Service Lead to shape end-to-end IT customer journeys across Enterprise IT. You will champion customer journeys, ensuring services are easy to access, simple to navigate and focused on delivering outcomes colleagues need most.

This is a 12-month fixed-term contract with a salary starting at £50,000 per year, and a potential annual bonus. Flexible working across the UK with occasional travel to London, Exeter and other EDF locations when needed.