Knowledge Manager: AI-Powered Knowledge & CX Leader

Virgin Money; Glasgow; Hybrid; GBP 59,000 - 74,000; Full time

Job summary

A leading financial institution in the UK is looking for a Knowledge Management Lead to oversee knowledge systems and improve self-service capabilities. This role involves developing knowledge strategies that align with business objectives, ensuring content accessibility, and driving innovation through AI tools. Candidates should have experience in knowledge delivery, change management, and customer-focused training. The position offers a salary ranging from £59,200 to £74,000, alongside numerous benefits including medical insurance and holiday perks.

Benefits

25 days holiday per year

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development opportunities

Flexible benefits scheme

Life assurance

Paid volunteering days

Qualifications

• Proven leadership in knowledgebase or content delivery teams.
• Substantial change management experience.
• Strong understanding of user needs in training and knowledge sharing.
• Superb skills in knowledge management systems and information architecture.

Responsibilities

• Leading the development and evolution of knowledge systems.
• Scaling knowledge capabilities and driving innovation.
• Owning and executing the Knowledge Management Roadmap.
• Aligning knowledge initiatives with business objectives.
• Developing knowledge guidelines and templates.

Skills

System Architecture

Records Management

Zendesk

Customer Support

Live Chat

IT Service Management

ITIL

Sharepoint

Metadata

Knowledge Management

Intelligence Analysis

Content Management

Job description

A leading financial institution in the UK is looking for a Knowledge Management Lead to oversee knowledge systems and improve self-service capabilities. This role involves developing knowledge strategies that align with business objectives, ensuring content accessibility, and driving innovation through AI tools. Candidates should have experience in knowledge delivery, change management, and customer-focused training. The position offers a salary ranging from £59,200 to £74,000, alongside numerous benefits including medical insurance and holiday perks.