Senior Knowledge Management Associate

NatWest Group; Manchester; Remote; GBP 45,000 - 65,000; Full time

Job summary

Join a leading financial institution as a Senior Knowledge Management Associate, where you'll manage the creation and sharing of critical knowledge content. You'll work in a remote-first environment and have the opportunity to make a significant impact on knowledge management strategies, enhancing customer self-service experiences through AI technologies.

Qualifications

• Broad understanding of banking operations and processes in areas like financial crime or payments.
• Hands-on experience in managing knowledge content.
• Excellent written and verbal communication skills.

Responsibilities

• Develop and maintain a comprehensive library of knowledge content.
• Collaborate with teams to enhance efficiency and performance.
• Track the performance and effectiveness of the Knowledge Hub.

Skills

Agile work environments

Change management principles

Excellent communication skills

Familiarity with 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