Service Lead

EDF Energy; Gloucester; Hybrid; GBP 43,000 - 58,000; Full time

Benefits offered by this job

Electric vehicle leasing

Discounted gym membership

Life assurance

Tech vouchers

Experience days

Job summary

EDF Energy is seeking a Service Lead to shape and improve end-to-end customer experiences across Enterprise IT. This role focuses on championing customer journeys, simplifying interactions, and delivering measurable improvements for colleagues across the organization.

You will own key IT customer journeys, remove unnecessary steps, and turn feedback into prioritised plans. The role offers flexible UK working with occasional travel to London, Exeter and other locations, plus a strong benefits

Qualifications

• Understanding customer journeys and identifying where services can be made simpler, clearer or easier to use.
• Building effective relationships and influencing internal service teams, product teams, external partners and business stakeholders to improve service outcomes.
• Using feedback, service performance data, surveys or insight to identify improvement opportunities.
• Reducing customer effort by removing duplication, avoidable transfers, repeated requests for information and unclear ownership.
• Designing accessible and inclusive journeys, language and channels that work for different user groups and support needs.
• Translating customer pain points into clear actions, priorities and measurable improvements.

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.
• Alongside a salary starting of £50,000 per annum, potential for an annual bonus, and a market-leading pension scheme, your package will include customisable benefits such as electric vehicle leasing, discounted gym membership, life assurance, tech vouchers, experience days, and more.

Skills

Customer journey mapping

Stakeholder influence

Data-driven improvement

Self-service optimization

Accessible design

Tools

ITIL

ServiceNow

Knowledge Management

Job description

Ready to make IT services simpler, clearer and easier to use for colleagues across EDF? Do you enjoy turning customer insight into meaningful improvements and shaping experiences that deliver real value? At EDF, Success is Personal. As a Service Lead, you'll help create better customer journeys that make every interaction with IT more seamless and effective.

The Opportunity

As a Service Lead, you'll help shape and improve end-to-end customer experiences across Enterprise IT. You'll act as a champion for customer journeys, ensuring services are easy to access, simple to navigate and focused on delivering the outcomes colleagues need most. This is a 12-month fixed term contract, where you'll join us on a salary starting of £50,000 per annum, with the potential for an annual bonus. This role offers flexible working across the UK, with occasional travel to our offices in #London, #Exeter and other EDF locations when needed. Working at the heart of service improvement, you'll use customer feedback, performance insights and data to identify opportunities for change. Your work will support EDF's journey towards An Electric Britain, helping create more connected, efficient and customer-focused services while building strong partnerships across teams and suppliers.

Who You Are

• Understanding customer journeys and identifying where services can be made simpler, clearer or easier to use
• Building effective relationships and influencing internal service teams, product teams, external partners and business stakeholders to improve service outcomes
• Using feedback, service performance data, surveys or insight to identify improvement opportunities
• Reducing customer effort by removing duplication, avoidable transfers, repeated requests for information and unclear ownership
• Designing accessible and inclusive journeys, language and channels that work for different user groups and support needs
• Translating customer pain points into clear actions, priorities and measurable improvements

Knowledge of ITIL, ServiceNow, Service Catalogue, Knowledge Management, Request Management or self-service would be valuable but aren't essential. We'd also welcome someone with strong customer focus, sound judgement and the ability to make improvements happen in practice.

What You'll Be Doing

• 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
• Alongside a salary starting of £50,000 per annum, potential for an annual bonus, and a market-leading pension scheme, your package will include customisable benefits such as electric vehicle leasing, discounted gym membership, life assurance, tech vouchers, experience days, and more.

At EDF, we believe there are multiple definitions of what it means to succeed. That's why we offer you the freedom to develop a career that's unique to you. Here, Success is Personal - it's your journey, powered by us.

Everyone is welcome at EDF; we're committed to building a workforce that reflects gender balance, social mobility, and inclusion of minority ethnic backgrounds, LGBTQ+ communities, and those with disabilities. As a Disability Confident employer, we will support applicants requiring adjustments.