Colleague Experience Coordinator - Hybrid

Computer Science • user experience • User Interface • SME • CSS • Interaction Design • Windows • Android • Usability Studies • Visual Design • HTML • User Research • JavaScript • Web Services • Wireframes

Computer Science • user experience • User Interface • SME • CSS • Interaction Design • Windows • Android • Usability Studies • Visual Design • HTML • User Research • JavaScript • Web Services • Wireframes

Colleague Experience Coordinatorper 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 end-to-end.

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 non-technical 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.
• Self-motivated, target-driven, 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.