Summary
- Salary
- Competitive
- Team
- Information Technology
- Location
- United Kingdom - Malmesbury Office
About us
Dyson Workplace Technology Services (WTS) provides employees with IT devices and service excellence to support Dyson’s growth ambitions with a goal of operating and enhancing services over time to meet the changing needs of the business with Customer Experience excellence. Our WTS team exists to:
Deliver world class employee experience through the delivery of IT Service Desk, IT Infrastructure collaboration, and end user computer services across all global locations and employees (circa 16,000 users).
Drive continual improvement into the WTS processes and operations in line with Dyson’s business and employee expectations.
Establish and maintain strong relationships with the employee and senior business stakeholders, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.
Work with project teams to help ensure new WTS and capabilities are successfully introduced to add value for the business and user community.
Consult on and provide guidance for the WTS operations team to ensure simple and effective solutions for end users.
About the role
Reporting to the Head of WTS Customer Experience, this person is to be proactive whilst possessing the experience of driving the best care for internal customers (our employees) of WTS.
Please note this is a 12 month FTC based in Malmesbury.
This role delivers solutions to meet and exceed internal customers’ requirements, improves the IT ability for work and simplifies access to the IT Service Desk and WTS team. This person will use their CX and IT Customer Service knowledge, together with survey feedback received from internal customers to drive transformation of services leading to increased effectiveness and quality of service provided by the WTS team.
The objective of the role is to be responsible for the internal IT customer engagement and satisfaction levels, with a core focus on driving improvement in IT service delivery quality and effectiveness, addressing our customer’s feedback and needs. To deliver this objective, the key responsibilities include:
Understanding the IT service Customer Journey, touchpoints and levers to drive excellence in internal customer experience.
Understanding the experience and needs of internal customers, ensuring IT service delivery is aligned with business needs, prioritising the desired and agreed stakeholders’ requirements.
Understand key challenges and goals of each of the main Dyson business areas and the role WTS plays in supporting internal customers, executives and the Dyson Family to meet these goals.
Be the local point of contact to raise concerns with Group IT service, prioritisation requests and then ensuring these projects, requests and incidents are proactively and successfully executed by the teams responsible. This role should be regarded as being someone who is a “fixer and enabler”. This means ensuring the efficient and proactive coordination of issues, removal of barriers, escalating appropriately, holding others to account, and where necessary, acting as liaison between other parts of WTS and wider IT functions.
Act as the voice of the customer.
Supporting stakeholders and their teams through periods of technology change.
Be data-insight driven in assessing and improving the service.
Identify and review key IT risks impacting internal customers and proactively ensure they are being managed and resolved effectively by relevant IT teams, ensuring that the wider CEA team are managing this effectively within their regions.
Be continually aware of service performance including real-time service status - key risks, issues, service challenges, changes and KPI performance. Be ready to act on issues and take remedial action.
Manage CAPEX budget related to IT device purchases.
Authorisations of internal customer equipment requests.
About you
We are seeking individuals who embody a customer-first, service-driven mindset, ensuring that the quality, timeliness, and frequency of communication align with customer perceptions. Candidates should have a genuine passion for exceptional customer service and demonstrated strength in managing or working with customer support organisations and operations. Strong interpersonal communication skills are essential, including the ability to interact across all levels, from Director and above, as well as skills in negotiation and influencing.
Over 5 years relevant experience improving Customer Experience, preferably within the IT environment.
Process improvement and Customer Journey experience.
Confident leadership and a positive, can-do attitude.
Excellent verbal and written communication skills.
Proficient with using data to drive decision making and change behaviours.
Training, Championing and mentoring proficiency.
Change management experience
Excellent senior stakeholder management skills, including ability to negotiate, influence decision making, inform about risks, challenges and deliver good news stories.
Advantage if the person has previously worked in a global role
Based at the Malmesbury key site with requirements of frequent travel to other UK offices (e.g. Bristol, London, etc..).
#LI-DNI
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
