B&Q · 11 hours ago
Knowledge Content & Process Lead (Customer Service & Experience)
Cleveland, OH
Full-time
Hybrid
Mid LevelB&Q is seeking a Knowledge Content & Process Lead for their Customer Service & Experience team. The role involves building a central knowledge and policy ecosystem to simplify complex processes and improve customer interactions, ensuring a consistent and effortless service experience.
RetailReal EstateHome ServicesHome Improvement
Responsibilities
Support development of clear, simple knowledge and policy guidance; collaborate with teams to improve consistency , help make service effortless for customers
Qualification
Required
Able to simplify complex info
A strong collaborator who can influence without formal authority
Passion for customers and making customer experience simple
Benefits
Award-winning pension scheme
Bonus
ShareSave options
6.6 weeks holiday
Payroll giving
Employee Assistance Programme
Shopping discounts
Colleague wellbeing benefits
Lots more
Company
B&Q
B&Q are the UK’s leading home improvement and garden living retailer with over 300 stores and our Store Support Office in Southampton. It is a sub-organization of Kingfisher.
Founded in 1969
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graham Bell
CEO at B&Q
Recent News
2025-12-22
London Evening Standard
2025-12-18
2025-12-14
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