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- Tasks: Lead service reviews, measure user experience, and drive IT service improvements.
- Company: Join Celon, a dynamic company focused on enhancing IT user experiences for major UK organisations.
- Benefits: Enjoy hybrid working, medical insurance, and continuous professional development opportunities.
- Why this job: Be part of a collaborative culture that values innovation and user satisfaction in IT services.
- Qualifications: Proven IT experience, strong analytical skills, and excellent communication abilities required.
- Other info: Immediate start with potential for contract extension; ITIL v4 certification is a must.
The predicted salary is between 36000 - 60000 £ per year.
Celon is seeking a dynamic and user-focused Service Experience Lead to join our growing team on a 6-month fixed-term contract, with an immediate start and the potential to extend. Working as an extension of our clients' teams, including some of the UK's largest organisations, this is a key role focused on engaging IT users, tracking and measuring their experience, delivering accurate, timely and informative management reports, and driving continuous improvement in IT service delivery. Ensuring users receive relevant and meaningful support throughout the entire service lifecycle.
The ideal candidate will bring a strong technical background, with a proven ability to build and maintain effective relationships across a wide range of stakeholders. You will be confident and articulate, capable of tracking performance, identifying key trends, and communicating insights clearly and effectively.
Key Responsibilities:- Lead Service Review: Chair regular internal Service Reviews with departments, as a forum to capture Service Experience and Value of IT, documenting and tracking minutes and actions.
- Measure Experience: Design, analyse and maintain Colleague Experience Surveys to build data-driven insights and drive Continual Service Improvement (CSI).
- Define XLAs: Collaborate with Head of IT Services to define and create Experience Level Agreements (XLAs), then communicate, publish and track measurable outcomes.
- Reporting & Dashboards: Produce management dashboards and deliver accurate, timely, and insightful monthly reports using ITSM tools and Power BI.
- Incident & Complaint Tracking: Develop processes for monitoring, tracking, and responding to user complaints and service pain points, with insights feeding into improvement initiatives.
- Engage & Communicate: Apply strong oral and written communication skills to represent IT in a user-friendly way, translating technical language into clear, compelling messages for both technical and non-technical stakeholders.
- Data Analysis: Analyse both quantitative and qualitative data using appropriate tools to provide clear insights that drive improvements in colleague experience across IT.
- Service Culture: Foster and maintain a strong service-oriented culture within IT departments, showing personal initiative in promoting the colleague experience function both within and outside IT.
- Champion Culture: Think creatively and actively promote collaboration, empathy and innovation across teams.
- Day-in-the-life Insight: Spend time with different teams, including IT and business units, to understand day-to-day challenges and user expectations.
- Proven IT and Customer Experience Expertise: Extensive experience in colleague-facing roles within IT or service management, with a passion for enhancing end-user satisfaction.
- Service Reporting: Advanced administrative skills using the Microsoft Suite (Word, Excel, PowerPoint), with the ability to produce high-quality reports and documentation.
- Analytical Expertise: Proficiency with data analysis tools like PowerBI and a strong ability to interpret both qualitative and quantitative data into actionable insights.
- Stakeholder Management: Demonstrated success in engaging a diverse range of stakeholders across technical and non-technical teams. Skilled in facilitating discussions, presenting recommendations, and influencing cultural, procedural and functional change to drive colleague experience.
- Communication: Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.
- Self-Starter: Highly organised, proactive, and capable of managing priorities and time to meet tight deadlines.
- Personal & Professional: Tactful and approachable, with a strong, open and honest personality.
- Team player: Collaborative and adaptable, able to work effectively as part of a wider team and draw on collective expertise to support organisational goals.
- Certification: ITIL v4 Foundation certification (minimum requirement).
- Hybrid Working to support a better work-life balance.
- Continuous Professional Development is actively encouraged to maximise employee potential.
- Medical Insurance: All employees are eligible for comprehensive private medical insurance cover that includes a Virtual GP Service.
- Pension Scheme: To help employees plan for their future we offer a competitive pension scheme.
Service Experience Lead - Hybrid in South East London employer: Celon Group Limited
Contact Detail:
Celon Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Experience Lead - Hybrid in South East London
✨Tip Number 1
Familiarise yourself with the key responsibilities of the Service Experience Lead role. Understanding how to lead service reviews and measure user experience will help you articulate your relevant experiences during interviews.
✨Tip Number 2
Network with professionals in IT service management and user experience roles. Engaging with others in the field can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Brush up on your data analysis skills, particularly with tools like Power BI. Being able to demonstrate your analytical expertise will set you apart, especially since the role involves producing management dashboards and insightful reports.
✨Tip Number 4
Prepare to discuss your stakeholder management experience. Think of specific examples where you've successfully engaged diverse teams, as this is crucial for the role and will show your ability to foster collaboration.
We think you need these skills to ace Service Experience Lead - Hybrid in South East London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management and customer experience. Emphasise your ability to engage with stakeholders and your analytical skills, as these are key for the Service Experience Lead role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for enhancing user satisfaction and your experience in leading service reviews. Use specific examples to demonstrate how you've successfully tracked performance and driven improvements in previous roles.
Highlight Technical Proficiency: Clearly outline your technical skills, especially your proficiency with data analysis tools like Power BI and your experience with Microsoft Suite. Mention any relevant certifications, such as ITIL v4 Foundation, to strengthen your application.
Showcase Communication Skills: In your application, provide examples of how you've effectively communicated complex information to both technical and non-technical stakeholders. This is crucial for the role, so make sure to highlight your written and verbal communication abilities.
How to prepare for a job interview at Celon Group Limited
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Experience Lead. Familiarise yourself with key terms like Experience Level Agreements (XLAs) and Continuous Service Improvement (CSI) to demonstrate your knowledge during the interview.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with data analysis tools, especially Power BI. Be ready to provide examples of how you've used data to drive improvements in user experience or service delivery in previous roles.
✨Demonstrate Stakeholder Engagement
Think of specific instances where you've successfully engaged with diverse stakeholders. Highlight your ability to communicate complex information clearly and how you've influenced change within teams.
✨Emphasise Your Communication Skills
Since this role requires strong oral and written communication skills, practice articulating your thoughts clearly. Prepare to explain technical concepts in a user-friendly manner, as this will be crucial for engaging both technical and non-technical stakeholders.
