Senior Knowledge Management Associate

NatWest Group; City of Edinburgh; Remote; GBP 45,000 - 65,000; Full time

Job summary

A leading financial services company is looking for a Senior Knowledge Management Associate who will play a pivotal role in managing knowledge content and enhancing operational efficiency. This position involves collaborating across teams to develop strategies for effective knowledge sharing and utilization, alongside improving customer service through AI technologies. The ideal candidate should have a strong understanding of banking operations and agile project management skills.

Qualifications

• Broad understanding of banking operations (financial crime, onboarding, payments, etc.).
• Hands-on experience in agile work environments.
• Excellent written and verbal communication skills.

Responsibilities

• Manage the creation, maintenance, and sharing of knowledge content.
• Collaborate with various teams to improve efficiency and self-service experiences.
• Utilise data to track and improve the performance of the Knowledge Hub.

Skills

Agile project management

Communication skills

AI technologies

Job description

Join us as a Senior Knowledge Management Associate

• Take on a critical role managing the creation, maintenance, and sharing of internal and external knowledge content
• You'll be working in a vibrant, forward looking team and helping us to develop our longer-term strategy for knowledge management
• It’s a great chance to hit the ground running and make a tangible impact on our function

What you'll do

In your new role, you’ll be developing and maintaining a comprehensive library of knowledge content, such as FAQs and saved responses, that can be utilised by internal agents and external clients or customers, as well as being usable by AI Bots.

You’ll also:

• Work closely with Operations, Product, Risk and Marketing to enhance efficiency, quality, and performance of our Operations Teams
• Enable enhanced AI utilisation, improve customer self-service experiences, and streamline access for Operations Agents to quickly and efficiently locate content within the Knowledge Hub
• Collaborate with Bot Analysts to develop MI and data to track the performance and effectiveness of the Hub

The skills you'll need

You’ll need to have a broad understanding of banking operations and processes in at least one operational area (financial crime, onboarding, payments, core banking or lending).

You’ll also need:

• Hands-on experience in agile work environments, with a solid understanding of change management principles
• Excellent written and verbal communication skills, with a focus on clarity and simplicity
• Familiarity with AI technologies and their application in customer service

Hours

35

Job Posting Closing Date:

22/06/2025 Ways of Working:Remote First