Service Lead - Customer Experience

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

About The Role

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 toward An Electric Britain, helping create more connected, efficient and customer-focused services while building strong partnerships across teams and suppliers.

Who You Are

We're looking for a Service Lead who is customer-focused, collaborative and comfortable influencing across a wide range of teams and stakeholders. You'll enjoy solving problems, simplifying complex journeys and turning insight into action. Are you experienced in…?

• 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

Pay, Benefits And Culture

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.

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.

Join us and find your success at EDF!

Closing date for applications: Monday 7th September

#SuccessIsPersonal #EDFcareers

Success is Personal. It's your journey, powered by us. Join us and drive the transition towards An Electric Britain.