About us
Everyone knows Kwik Fit for our tyres, but these days we do a whole lot more. Servicing, fleet services, fast-fit – whatever comes our way, our teams have what it takes to get the job done properly. And whilst half of our MOT and service appointments are booked in advance, either online or over the phone, we are still ready to save the day for customers who need us at the drop of a hat. You could say we’ve learnt to expect the unexpected!
That’s what it’s all about for us – being there for customers in their hour of need and delivering friendly service of the highest quality when they need it most. It’s what makes our centres a valued part of their local communities.
And we’re just as dedicated to our staff. With Kwik Fit you’ll be given every opportunity to develop your skills using state-of-the-art equipment and working with some of the biggest brands out there.
Sounds good, doesn’t it? That’s why we say, ‘you can’t get better’.
The role
Overall purpose of the Role
The overall purpose of this role is to support Kwik Fit in its wider purpose of keeping our customers safe on the road and providing peace of mind motoring by ensuring that every operational, digital, and customer‑facing change is delivered smoothly, effectively, and in a way that enhances both customer and colleague experience.
Reporting to the Business Change & Digital Transformation Manager, the Business Change & Digital Transformation Administrator plays a vital role in supporting the planning, organisation, and controlled delivery of business change across the Customer Experience function. The role supports the delivery of initiatives including improvements to customer journeys, deployment of AI agents, expansion of digital channels, and enhancements to self‑service are implemented in line with our Value Creation methodology.
In addition, the Business Change & Digital Transformation Administrator will champion the Customer Experience ‘one team’ and ‘customer first’ culture, working collaboratively across the CX function and with key stakeholders to ensure the highest levels of service are being delivered to the business and our customers.
Location: Hybrid - Duart House and national travel when required
Closing Date for applications: COB Tuesday 14th July
Key accountabilities
- Support change requests through the Salesforce platform. Maintaining the change pipeline, liaising with stakeholders to ensure all requirements are captured.
- Assist the Business Change & Digital Transformation Manager in planning and executing change, scheduling workshops, demos, and stand‑ups, and tracking progress against milestones, scope, and dependencies.
- Enable digital and AI initiatives by preparing content, data, and test scenarios for AI agents, agent‑assist, self‑service updates, and digital channel changes.
- Organise and coordinate UAT cycles, collate defects and retest outcomes, and ensure testing standards and acceptance criteria are met prior to release.
- Operational readiness, engage with all stakeholders to ensure colleagues are informed, trained, and ready for go‑live.
- Draft concise change communications, FAQs, and release notes; capture feedback and surface impacts early to support safe, customer centred delivery.
- Gather data, insights, and feedback to help identify quick wins and track benefits, support root‑cause analysis and contribute to Value Creation activities and reporting.
- Maintain accurate audit trails, and help manage risks, issues, and mitigations to protect both the business and customers.
- Support go‑live monitoring, capture early‑life issues and learnings, and ensure smooth handover to operational owners with clear actions and ownership.
- Keep dashboards, trackers, and status reports up to date, ensuring timely, accurate information for the Business Change & Digital Transformation Manager and stakeholders.
Skills & experience
- Highly organised and detail focused, able to manage multiple tasks, priorities, and updates with accuracy and control.
- Clear, concise communicator with strong written skills for documentation, minutes, comms, and stakeholder updates.
- Competent in using Excel and PowerPoint to support reporting and presentation of insights to key stakeholders
- Collaborative team player who works confidently with internal and external stakeholders at all levels.
- Has a curious, value creation mindset, keen to learn, ask questions, and spot opportunities to simplify and improve processes.
- Analytical and methodical, comfortable structuring information, using data to support decisions, and following through to closure.
- Contact centre aware, understands customer journeys, digital channels, knowledge management, training, and WFM impacts.
- Digital and AI literate with exposure to AI chat/agent‑assist, self‑service, or automation platforms is beneficial.
- Project/change delivery support, familiarity with planning, coordinating, and delivering initiatives using Agile, hybrid, and Value Creation methods.
- Dependable and deadline oriented, meets timescales and quality expectations while escalating risks early.
- Governance and compliance aware and disciplined with documentation standards, testing evidence, approvals, and audit requirements.
- Passion for Value Creation, committed to continuous improvement and operational excellence for customers and wider business.
Other
- 34 days pro rata annual leave including bank holidays
- Exclusive discounts at major retailers, restaurants, holidays and much more
- Generous staff discounts for you and your family
- Award-winning training and development, with fantastic career prospects
- Wide range of wellbeing support for you and your family
Job Reference: KF23496
