Lead the knowledge content lifecycle with SMEs, ensuring accuracy and timeliness.
Final stage interview and presentation with Customer Operations Director and Key Stakeholder
Oversee knowledge platforms, chatbot enablement, and Advisor Assist strategy.
Track knowledge usage, deflection metrics, and report ROI.
Define and implement the Knowledge Vision and governance framework.
Explore innovations such as gamification, customer communities, and AI.
Act as key stakeholder in self-service and automation strategies
Partner with SMEs, QA, Internal Comms & Engagement, Product, and Operations to govern the content lifecycle to ensure all internal and external content is accurate, helpful and utilised
Act as the voice of knowledge across So Energy, embedding knowledge into core customer journeys.
Collaborate with Product Lines on delivery of knowledge across all channels
Requirements
knowledge management
ai
machine learning
taxonomy
stakeholder management
project management
Ability to drive innovation and continuously improve knowledge ecosystems.
Advanced stakeholder management and influencing skills, including senior leadership engagement.
Strong understanding of emerging technologies in knowledge management (AI, machine learning, gamification).
Strong stakeholder management skills and ability to influence at senior levels.
Proven track record in designing and implementing knowledge management strategies within customer-centric organisations.
Demonstrated success in taxonomy and metadata design, including governance and audit processes.
Talent Screen - 20 minutes Teams call
Expertise in knowledge management systems, platforms, and methodologies.
Strategic thinking with ability to translate vision into actionable plans.
Strong background in data-driven decision-making, including ROI analysis and performance metrics (e.g., deflection rates, CSAT impact).
Hands-on experience with knowledge management platforms
Knowledge of chatbot enablement and emerging digital self-service tools.
Familiarity with chatbot enablement, conversational AI, and integration of knowledge into self-service tools.
Exposure to customer experience (CX) initiatives, including automation and digital transformation projects.
Experience in taxonomy design, governance, and knowledge audit frameworks.
Project management skills, with ability to lead initiatives from concept to execution.
Strategic and innovative mindset, with ROI-driven approach.
Experience in content lifecycle management, from creation to archival, ensuring compliance and accuracy.
Expertise in knowledge architecture, including structuring content for omnichannel delivery.
Analytical and reporting skills to track knowledge usage, identify gaps, and optimise performance.
Excellent communication and presentation skills to advocate for knowledge initiatives across the organisation.
Experience working in cross-functional environments, collaborating with Product, Operations, and Communications teams.
Benefits
Hybrid working – Each team has its own Smart Working Charter. Ask your talent partner for more details.
Educational Sponsorships – like Code First Girls.
Up to 10% performance bonus – based on company and personal performance.
Annual Salary Reviews – to ensure we remain competitive in the market.
Monthly events – to find balance and bring our team together.
Physical Support – Free eye tests, flu vaccinations.
Menopause Policy – To ensure all employees are being taken care off.
Personalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way.
Internal learning platform – with thousands of valuable resources.
Access to Perkbox – Additional wellbeing & savings benefits.
Enhanced family leave – supporting you through every life chapter.
Commitment to being a real living wage provider.
Charitable Fundraising – to give back to our communities.
3 So Giving Days – spend time supporting a cause you care about.
Your birthday off – it only comes once a year, so enjoy it!
Bi-annual Value Awards – because your hard work deserves recognition.
Unmind – Access to personalised coaching or therapy to support your mental wellbeing.
Training + Development
Information not given or found
Interview process
talent screen - 20 minutes teams call
hiring manager competency-based interview
final stage interview and presentation with customer operations director and key stakeholder
Visa Sponsorship
we are unable to offer sponsorship for this role
Security clearance
Information not given or found
Company
Overview
Provides affordable and sustainable renewable energy solutions across the UK.
Specializes in solar and wind energy projects for both residential and commercial sectors.
Delivers clean, reliable, and cost-effective power with high-quality standards.
Offers innovative solutions to help transition to renewable energy sources.
Known for tackling complex energy challenges with a customer-centric approach.
Improves efficiency in energy production and consumption.
Projects include large-scale solar farms and rooftop installations for small businesses and households.
Builds a reputation for reliability, innovation, and sustainability in the energy sector.