Knowledge Artificial Intelligence Product Manager

NatWest Group; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

NatWest Group is seeking a Knowledge AI Product Manager to shape the strategy and roadmap for our bank's AI Knowledge assistants and related support platforms. You’ll lead an Agile team and partner with stakeholders across webchat, in-app messaging, branches, Cora Virtual Assistant, telephony and more to deliver smart knowledge journeys.

You’ll own risk governance, drive customer-centric improvements, and define the operating rhythm and backlog while balancing security, governance and

Qualifications

• Experience with AI-powered products and related technology.
• Experience integrating with APIs to add features and journeys.
• Experience managing Knowledge-based platforms.

Responsibilities

• Lead an Agile team to define product vision for AI Knowledge assistants.
• Collaborate with webchat, in-app messaging, branches, Cora VA, and telephony channels.
• Define structure and backlog for relevant areas and drive the roadmap.
• Understand colleagues and customers' needs to drive key metrics.
• Own risks and governance with reporting and mitigation within risk appetite.

Skills

AI products

APIs integration

NLU

Knowledge platform

Stakeholder collaboration

Agile leadership

Job description

Join us as a Knowledge AI Product Manager

• In this role, you'll define the strategy and vision for our bank's AI Knowledge management approach
• Day-to-day, you'll be ensuring compliance through the effective identification, escalation and resolution of risks and issues, and managing the Knowledge platform
• This is your opportunity to understand our customer's needs, using Knowledge AI, customer testing and data to design new journeys for our Knowledge articles and support to colleagues across the business
• You'll work from home some of the time, but you'll also spend six days every month working from the office

What you'll do

As a Knowledge AI Product Manager, you'll future proof how our colleagues engage with our organisation through the creation, development and scaling of our bank's AI Knowledge assistants and all other help and support platforms.

You’ll also be leading the delivery and optimisation of new and innovative approaches to Knowledge management, AI and intelligent automation, focusing specifically on emerging technologies that offer demonstrable improvements to the customer experience as measured through customer satisfaction and customer contact reduction in non-digital channels.

Your role will also involve:

• Leading an Agile development team to set the strategy and product vision of our bank's AI Knowledge assistants
• Working with key stakeholders to deliver a collaborative Knowledge strategy across colleagues in webchat and in app messaging, branch, Cora Virtual Assistant, face-to-face and telephony channels
• Defining the structure and operating rhythm across our business and owning the roadmap and backlog for relevant areas
• Understanding our colleagues and customers' needs while helping to drive our key metrics
• Owning, managing, and supervising the risks and governance, ensuring mechanisms are in place to identify, report and mitigate risk within defined risk appetite

The skills you'll need

To succeed in this role, you'll need experience working with AI powered products and good knowledge of the technology that powers them. As well as this, you'll have experience of integrating with APIs to build new features and journeys that enhance the customer experience and enables personalisation, as well as experience managing Knowledge based platforms.

You’ll have an advanced understanding of Natural Language Understanding (NLU) and how Knowledge AI platforms use intents, training data and optimisation techniques to continually improve performance.

You’ll also need:

• The ability to collaborate, share knowledge, educate, and coach relevant teams across operational areas, technical teams and AI teams
• Experience leading, building and optimising business and technical processes
• An understanding of the capabilities and limitations of machine learning and NLU, as well as AI trends used in Knowledge management
• Knowledge of and experience with innovation and design thinking methodologies, tools and processes

Hours 35

Job Posting Closing Date: 29/09/2026

Ways of Working: Hybrid