Service Innovation Developer

We’re Kingfisher, a team of over 74,000 passionate people across our brands B&Q, Screwfix, Brico Dépôt, Castorama and Koçtaş.

All colleagues 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 offer flexible working arrangements, blending remote and office work in London, Southampton and Yeovil.

As a Service Innovation Developer you will shape a seamless IT service experience for colleagues, improving service access and resolution through data‑driven insights and AI capabilities.

The role is based at our B&Q Head Office just outside Southampton with an expectation of 12 days a month in the office.

• Identify opportunities for continuous improvement in the colleague IT support experience using data, insights and existing or emerging tooling.
• Deliver technical support across incident, request, problem and change activities aligned to agreed objectives and outcomes.
• Design and improve Virtual Agent and self‑service capabilities so colleague‑facing tools work together smoothly.
• Contribute to agile delivery by estimating work, identifying blockers, testing solutions and ensuring timely release of agreed stories.
• Drive automation to reduce manual contacts and enable real‑time, always‑available support for colleagues.
• Monitor usage, value and experience measures to track impact and inform ongoing improvement.
• Work collaboratively with third‑party partners, developers and service teams to evolve services and shape future capabilities.

• Experience in an IT role, ideally involving AI‑enabled or chatbot‑based support solutions.
• Practical knowledge of Service Now, including Virtual Agent, Now Assist, access control and performance dashboards.
• Understanding of ITIL principles and service management processes.
• Experience 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 teams and levels.

• Be Customer Focused – constantly improving our customers’ experience.
• Be Human – acting with humanity and care, doing the right thing.
• Be Curious – thriving on learning, thinking beyond the obvious, building and sharing new ideas, trying new things.
• Be Agile – working with trust, pace and agility, having courage to be creative, aiming for 80/20.
• Be Inclusive – acting inclusively in diverse teams, embracing allyship, self‑awareness and a desire to learn.
• Be Accountable – championing the plan to deliver results and growth, owning actions and understanding the Kingfisher plan.

Private Health Care – up to family level cover with AXA, available within three months of starting or at annual renewal.

Kingfisher Pension Scheme – immediate eligibility through auto‑enrolment; 8% contribution with up to 14% company match.

25 Days’ Holiday – per annum plus bank holidays, pro‑rated for part‑time colleagues.

Staff Discount – 20% at B&Q and Screwfix, eligible after 3 months of service.

Kingfisher Share Incentive Plan (SIP) – share ownership, tax‑efficient savings of £10–£150 per month.

Life Assurance – x4 salary plus benefit if an active member of KPS‑MP; x1 salary otherwise.

Bonus – competitive scheme aligned to role level.

Kingfisher Share Save – option to buy Kingfisher plc shares after 3 or 5 years, announced annually.