Service Innovation Developer

Kingfisher•Lower Southampton Township, PA

4d•Hybrid

About The Position

We’re Kingfisher, A team made up of over 74,000 passionate people who bring Kingfisher - and all our other brands: B&Q, Screwfix, Brico Depot, Castorama and Koctas - to life. That’s right, we’re big, but we have ambitions to become even bigger and even better. We want to become the leading home improvement company and grow the largest community of home improvers in the world. And that’s where you come in. At Kingfisher our customers come from all walks of life, and so do we. We want to ensure that all colleagues, future colleagues, and applicants to Kingfisher are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation. We are open to flexible and agile working, both of hours and location. Therefore, we offer colleagues a blend of working from home and our offices, located in London, Southampton & Yeovil. Talk to us about how we can best support you! We are looking for a Service Innovation Developer to join us, to help shape a seamless and supportive IT service experience for colleagues across Kingfisher. By improving how services are accessed and resolved using existing tools as well as developing AI capabilities, you will enable colleagues to get what they need quickly and confidently. This role will be based at our B&Q Head Office just outside Southampton, with an expectation of 12 days a month in the office.

Requirements

Experience in an IT role, ideally involving AI-enabled or chatbot-based support solutions.
Practical knowledge of ServiceNow, including Virtual Agent, NowAssist, access control and performance dashboards.
Understanding of ITIL principles and service management processes.
Experience of working in an agile environment, contributing to sprint-based delivery.
Strong analytical and communication skills, with the ability to work confidently, independently and collaboratively across different teams and colleagues at all levels.
Be Customer Focused – constantly improving our customers’ experience
I listen to my customers
I use available data to help make decisions
Be Human – acting with humanity and care
I do the right thing
I am respectful
Be Curious – thrive on learning, thinking beyond the obvious
I build and share new ideas
I try new things and share my learnings
Be Agile – working with trust, pace and agility
I have courage to be creative
Done is better than perfect, I aim for 80/20
Be Inclusive – acting inclusively in diverse teams to work together
I embrace allyship
I have self-awareness and a desire to learn
Be Accountable – championing the plan to deliver results and growth
I own my actions
I understand the Kingfisher plan and how it relates to my role

Responsibilities

Improving the colleague IT support experience by identifying opportunities for continuous improvement through data, insights and existing or emerging tooling.
Delivering technical support across incident, request, problem and change activities, aligned to agreed objectives and outcomes.
Designing and improving Virtual Agent and self-service capabilities so colleague-facing tools work together smoothly.
Contributing to agile delivery by estimating work, identifying blockers, testing solutions and ensuring timely release of agreed stories.
Driving automation to reduce manual contacts and enable real-time, always-available support for colleagues.
Monitoring usage, value and experience measures to track impact and inform ongoing improvement.
Working collaboratively with third-party partners, developers and service teams to evolve services and shape future capabilities.