Colleague Experience Coordinator - London, United Kingdom - Incite Insight

Incite Insight
Incite Insight
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Colleague Experience Coordinator - £130-£140 per day Inside IR35
The purpose of the Colleague Experience Coordinator is to engage with IT's colleagues within our organisation.

The role will track, measure and report on Colleagues' experience using IT Services end-to-end, to drive continual service improvement and value of IT Services.

The role will encompass the following areas of responsibility, but this is not finite:

  • XLA (Experience Level Agreements)
  • Colleague Experience Surveys
  • Reporting /Dashboards
  • Manage complaints.
  • Maintain Continual Improvement Plans
  • Attend Service Relationship Meetings
  • This is a new role which will be focussed on delivering accurate, timely and informative management report, tracking and improving our Colleague Experience of IT Services endtoend.

Job Summary

  • Define and create Experience Level Agreements (XLAs), communicate and then publish these (with the assistance of the Head of IT Services)

Responsibilities

  • Create and maintain Colleague Experience Surveys and use output for CSI.
  • Produce Dashboards & Reports (ITSM tool, Power BI)
  • Manage / track complaints, own the process.
  • Maintain Continual Improvement/IT Transformation Plans
  • Attend regular internal Service Reviews with departments, as forum to capture Service Experience and Value of IT
  • Communicate clearly both orally and in writing and present to our Colleagues in a nontechnical way.
  • Think innovatively.
  • Be individually motivated to drive and promote the Colleague Experience function in and out of IT.
  • Analyse both quantitative and qualitative data using appropriate tools, to provide clear insights for driving improvement for Colleague Experience across IT
  • Maintain 'Service' culture throughout IT Department
  • Produce monthly IT Department Service Reports against agreed Service Level Targets, dashboards, KPIs and management information.
  • Maintain communication / between Colleagues and IT individual units.

Experience

  • You have experience working within IT Dept / Customer outcome focused role.
  • ITIL v4 Foundation minimum certification
  • Demonstrable experience of implementing, measuring, improving IT Colleague Experience Levels
  • Good analytical knowledge and experience of designing and producing related IT reports, dashboards and management information.
  • Good communication, influencing and negotiation skills to drive Colleague Experience, cultural, procedural and functional change across the organisation.
  • Selfmotivated, targetdriven, success focussed.
  • Strong oral and written communication skills.
  • Tactful and approachable at all times. Open, honest and strong personality
  • Team player, collaborative and able to work as part of a team drawing on the expertise of colleagues to ensure that the requirements of the organisation as a whole are met.
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