GenAI-Powered Customer Journey Manager (CX & Knowledge)

Searchability; Manchester, Leeds; Hybrid; GBP 101,000 - 111,000; Full time

Job summary

Searchability is seeking a Customer Journey Manager to lead AI-driven knowledge and customer journey initiatives in a large enterprise environment. You will shape AI-powered journeys, manage knowledge governance and oversee UAT activities, working across Product, AI and Data teams.

The role requires experience with Generative AI, knowledge management and stakeholder facilitation, with hybrid work in Manchester or Leeds and a 2-day on-site pattern.

Qualifications

• Strong Customer Journey / Customer Experience experience within large-scale enterprise environments.
• Experience working with AI / Generative AI solutions.
• Strong knowledge management and information management experience.
• Experience with AI evaluation and User Acceptance Testing (UAT).
• Strong business analysis and requirements gathering skills.
• Experience with data discovery, data quality and knowledge governance.
• Excellent stakeholder management and workshop facilitation skills.
• Experience with enterprise search, taxonomy or information architecture would be beneficial.

Responsibilities

• Identify and onboard knowledge sources to support AI-powered customer and colleague journeys.
• Map requirements and ensure knowledge and AI solutions meet customer and business needs.
• Work with Generative AI solutions to improve customer and colleague experiences.
• Lead AI evaluation and User Acceptance Testing (UAT) activities.
• Assess knowledge quality, relevance, accuracy and effectiveness.
• Identify content gaps, duplication and opportunities to improve customer journeys.
• Collaborate with Product, AI, Data and business teams to optimise knowledge and retrieval performance.
• Lead stakeholder workshops, requirements gathering and adoption activities.

Skills

Customer Journey

Customer Experience

AI

Generative AI

Knowledge Management

UAT

Business Analysis

Requirements Gathering

Data Discovery

Data Quality

Knowledge Governance

Information Architecture

Taxonomy

Enterprise Search

Stakeholder Management

Change Management

Enterprise Technology

Job description

Searchability is seeking a Customer Journey Manager to lead AI-driven knowledge and customer journey initiatives in a large enterprise environment. You will shape AI-powered journeys, manage knowledge governance and oversee UAT activities, working across Product, AI and Data teams.

The role requires experience with Generative AI, knowledge management and stakeholder facilitation, with hybrid work in Manchester or Leeds and a 2-day on-site pattern.