Knowledge Lead

Description

• 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

• 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

Interview process

Visa Sponsorship

Security clearance