.svg)
MS
Service Experience Analyst
Direct Hire
Entry Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
IT Service Management
Problem Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Certified System Administrator
Job description
Posted on:
October 8, 2025
M&S is seeking a proactive and analytical Service Experience Analyst to enhance the IT Service Desk experience for colleagues and Stores. This new role focuses on understanding user journeys, testing service interactions, and gathering feedback to improve CX. The Analyst will also tailor support to meet individual needs, identify automation opportunities, and share best practices within the organization. The role involves analysing data, interpreting service satisfaction and establishing root causes.
Requirements
- Monitor and analyse XLA performance
- Define and document a comprehensive user persona catalogue
- Analyze service experience when accessing and communicating with the IT Service Desk
- Develop and propose improvement solutions
- Gather and analyse customer feedback
- Strong understanding of Customer Satisfaction (CSAT) processes
- Excellent knowledge of ITSM Tools such as ServiceNow/BMC Helix
- Outstanding communication and interpersonal skills
- Excellent knowledge of Service Desk channels
- Retail experience a distinct advantage
Benefits
- 20% colleague discount
- Competitive holiday entitlement
- Discretionary bonus schemes
- Pension and Life Assurance
- Training programmes
- Wellbeing support
- Parental/adoption policies
- Charity volunteer day
- Welfare assistance
Requirements Summary
Retail experience preferred. Strong CSAT process understanding and ITSM tools proficiency required. Excellent communication skills and analytical abilities needed
