Service Innovation Lead

Kingfisher • Lower Southampton Township, PA

5d • 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. Guided by our purpose Better Homes. Better Lives. For Everyone. We believe a better world starts with better homes, and we work every day to make that a reality. Join us and help shape the future of home improvement.
We are looking for a new Service Innovation Lead to join us. This position plays a key role in shaping how colleagues experience IT support, ensuring services are simple, effective and focused on what they need most. By improving digital support journeys and increasing smart automation, this role helps colleagues feel supported, while enabling the team to deliver value efficiently and sustainably.
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 working in an IT delivery or Scrum Master role within an Agile environment.
• Hands-on experience with ServiceNow, including virtual agent capabilities and performance reporting.
• Strong analytical skills, with the ability to turn complex business needs into practical, well-considered solutions.
• Clear and confident communication skills, with the ability to engage a wide range of colleagues and stakeholders.
• A collaborative, self-starting approach, with the confidence to manage priorities and work independently when needed.

Responsibilities

• Lead the continuous improvement of the colleague IT support experience, identifying opportunities to enhance service using existing and emerging tooling.
• Translate colleague and stakeholder needs into clearly prioritised backlogs, user stories and sprint plans using Agile ways of working.
• Facilitate sprint planning, daily stand-ups and reviews to support timely, high-quality delivery of agreed outcomes.
• Guide colleagues and stakeholders on solution options, highlighting feasibility, risks and benefits to support informed decisions.
• Drive adoption and ongoing improvement of the virtual agent experience through clear communication, feature releases and practical guidance.
• Work closely with support teams, service desks and partners to ensure tools integrate seamlessly across the colleague support journey.
• Monitor delivery progress, value and outcomes, using insight and reporting to reduce avoidable support demand through automation.

Benefits

• An inclusive environment where your potential is limited only by your imagination.
• We encourage new ideas, support experimentation, and strive to create a workplace where everyone can be their best self.
• We also offer a competitive benefits package and plenty of opportunities to stretch and grow your career.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed