Manager, Knowledge Management CEG (HR)

American Express; Brighton; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading financial services company seeks a Knowledge Management Manager in Brighton, UK. The ideal candidate will lead a high-performing team to develop a centralized knowledge architecture, define governance standards, and integrate AI tools. With a minimum of 5 years in knowledge management, excellent communication skills, and experience in leading cross-functional initiatives, this role is essential for enhancing knowledge practices across the organization. This position offers a full-time contract.

Qualifications

• 5 years of experience in knowledge management, content strategy or service delivery operations.
• Strong understanding of knowledge platforms, taxonomy design, and content lifecycle management.
• Proven ability to lead high-performing cross-functional teams.
• Experience with AI-enabled tools and chatbot integration is a plus.
• Excellent communication, stakeholder engagement and change management skills.

Responsibilities

• Provide effective team leadership by setting clear objectives and managing team performance.
• Develop and maintain a centralized knowledge architecture supporting Tier 03 servicing models.
• Define governance standards for content creation and lead content migration.
• Partner with product and tech teams to ensure knowledge platforms are AI-ready.
• Lead efforts to mine case histories and generate new knowledge assets.
• Monitor platform performance and user engagement.

Skills

Facilities Management

Customer Support

Application Programming

Airlines

Back Office

Job description

Key Responsibilities

Provide effective team leadership by setting clear objectives, coaching colleagues and managing team performance to ensure high levels of engagement and achievement of knowledge management goals.

Develop and maintain a centralized knowledge architecture that supports Tier 03 servicing models.

Define governance standards for content creation, review and retirement across servicing domains and lead content migration to the new centralized repository.

Partner with product and tech teams to ensure knowledge platforms are AI‑ready and integrated with case/contact center tools.

Lead efforts to mine case histories and servicing data to identify content gaps and generate new knowledge assets (FAQs, SOPs, policy refinements).

Collaborate with servicing teams to ensure content is accurate, relevant and aligned with colleague needs.

Support the rollout of new knowledge management platforms (e.g., POA KM Pilot) including configuration, testing and deployment in priority markets.

Monitor platform performance and user engagement to inform enhancements and training needs.

Work closely with Servicing Strategy Product and COE teams to align knowledge initiatives with broader servicing transformation goals.

Act as a liaison between regional servicing teams and global strategy to ensure consistent knowledge practices.

Minimum Qualifications

5 years of experience in knowledge management, content strategy or service delivery operations.

Strong understanding of knowledge platforms, taxonomy design and content lifecycle management.

Proven ability to lead high‑performing cross‑functional teams.

Experience with AI‑enabled tools and chatbot integration is a plus.

Excellent communication, stakeholder engagement and change management skills.

Proven ability to lead cross‑functional initiatives and deliver scalable solutions.

Non‑considerations for sponsorship: Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

Required Experience: Manager

Key Skills

Facilities Management, Customer Support, Fun, Application Programming, Airlines, Back Office

Employment Type: Full‑Time

Experience: years

Vacancy: 1