Service Lead: Customer Experience & Journeys

HPC Jobs Service; Gloucester; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Market-leading pension

Electric vehicle leasing

Gym membership discount

Life assurance

Tech vouchers

Experience days

Job summary

EDF is seeking a Service Lead to shape end-to-end customer experiences across Enterprise IT. You will champion customer journeys, ensuring services are accessible, navigable and outcomes-focused, with a focus on delivering value across colleagues.

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

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

Job description

EDF is seeking a Service Lead to shape end-to-end customer experiences across Enterprise IT. You will champion customer journeys, ensuring services are accessible, navigable and outcomes-focused, with a focus on delivering value across colleagues.

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