Junifer Capability Lead

, United Kingdom Job Family Group: Customer Operations Worker Type: Regular Posting Start Date: September 1, 2026 Business Unit: Trading and Supply Experience Level: Experienced Professionals Job Description: Who You’ll work with We’re ambitious with a pace to match, and as part of one of the world’s largest companies, the opportunity and ability to push forward is greater than ever before. We foster a culture of continuous improvement. Accountability matters, which means enabling transformation through autonomy to influence and see progress through. Every day we work to provide an environment where all employees feel valued and included and can nurture their talent as individuals and as part of a collaborative team. A diverse and inclusive workplace, embedded in our principles of honesty, integrity and respect, brings together remarkable people and enables them to be themselves. At Shell Energy, you’ll be able to apply and develop your skills and knowledge as part of a collaborative team that’s helping to innovate What’s the role This is a great opportunity to join our B2B Operations Team, accountable for the operational performance, continuous improvement and value realisation of the Junifer Billing system. Reporting into the Head of Operations, this role requires a Junifer Expert with extensive system knowledge. You will own the operational effectiveness of the platform, ensuring it delivers efficient, scalable and customer-focused outcomes. You will act as the operational lead across change management, incident management, upgrades, impact assessments and capability development, with accountability for ensuring changes are successfully embedded and deliver measurable benefits. The successful candidate will work closely across Operations and with wider stakeholders to translate business needs into system improvements, build capability and drive consistent best practice. What you’ll be doing Operational Excellence Proactively identify and lead delivery of system and process improvements, using data, user feedback and operational insight to reduce cost to serve and enhance customer experience Deliver against a structured continuous improvement backlog for Junifer, ensuring priorities are aligned to business benefit, impact and operation risk Accountable for the end-to-end operational management of Junifer defects and issues, including triage to raising with Apps support / Gentrack Assess all ideas for improvement raised by the operations team, owning the assessment, prioritisation and operational approval of all Junifer related change requests, ensuring they are assessed for cross-functional impact, operational risk and customer outcomes Challenge and influence change design to ensure solutions are fit for operational delivery Ensure all change requests include clearly defined measurable benefits, track and review post implementation benefits, ensuring expected outcomes are delivered Act as the operational lead for all Junifer releases, change activity and projects, ensuring effective implementation and adoption Ensure operational readiness, through clear processes, controls, training and documentation Build and deliver training sessions to enhance Junifer knowledge, while also driving long term capability across operational teams Promote consistent best practise usage and knowledge sharing across operations Partner with the UAT team to ensure test coverage reflects real operational scenarios and risks Work in partnership with the Operational Excellence Lead to ensure accurate, robust work instructions are in place across all operational Junifer processes People & Culture Act as a role model, driving a data led continuous improvement culture, encouraging teams to identify inefficiencies and future opportunities working closely with managers and their teams to promote end user best practice and knowledge base utilisation Act as trusted advisor to managers and stakeholders on Junifer capability, risks and opportunities Continuously demonstrate our core values of respect, honesty and integrity Display a learner mindset and be willing to challenge existing processes / ways of working What you bring Junifer Expertise – you will be highly knowledgeable across all elements of the system Strong knowledge of UK power and gas systems and markets and B2B industry processes High levels of drive and resilience with the ability to deliver quality outputs within agreed timescales Experienced in change management with the ability to assess impacts, mitigate risk and deliver tangible benefits Confident in building and delivering training modules to enhance knowledge and capability Well developed Stakeholder Management skill with the ability to collaborate and influence at all levels Excellent planning and prioritisation skills Effective communication skills Highly organised with strong attention to detail After you submit your application, you will receive an email from Shell providing a link to an online assessment (HireVue) that is a mandatory part of the process and has a validity period