Senior Knowledge Management Analyst

Join us as a Senior Knowledge Management Analyst

• You’ll help to build and maintain a first-class knowledge-sharing environment that underpins both our human and AI-led operations
• You'll use traditional Knowledge Management (KM) processes alongside the latest AI technologies to enhance how knowledge is collected, curated and shared.
• It’s a great chance to help shape the future of a fast-moving organisation, take advantage of development opportunities, and advance your career.

What you'll do

In this role, you’ll play a key part in ensuring colleagues and AI bots have the right information at the right time. By strengthening our Knowledge Hub and other knowledge sharing processes, you’ll help to deliver smoother customer experiences and enable our teams to work smarter.

You will:

• Assist in maintaining a comprehensive library of knowledge content, optimised for colleagues, bots and external clients
• Help to enforce standards for content quality, structure and tone, to ensure consistency and easy retrieval
• Implement our taxonomy and tagging strategy to ensure high-precision retrieval for both AI-driven search and human navigation
• Oversee the end-to-end knowledge lifecycle, including regular audits, version control, and the decommissioning of obsolete content
• Ensure compliance and alignment with internal legal and regulatory standards
• Monitor and report on performance metrics for the Knowledge Hub, to identify trends and recommend continuous improvements
• Partner with Operations colleagues to identify knowledge gaps and ensure new processes or product launches are supported effectively
• Influence and collaborate with Subject Matter Experts (SMEs) to source complex information and translate it into simple, actionable knowledge
• Provide impactful communications to frontline teams and contribute to other KM related initiatives such as our Collaboration Chapter

The skills you'll need

You’ll need a strong understanding of KM principles and proven experience in helping to support the creation of high-quality, audience-specific knowledge assets.

You’ll also need:

• Excellent written and verbal communication skills, with a focus on clarity and simplicity
• Excellent attention to detail
• Familiarity with AI technologies and their application within a customer service or KM environment (or both)
• Strong problem-solving capabilities and a can-do attitude
• Hands-on experience in agile work environments, with a solid understanding of change management principles
• The enthusiasm to continue learning, experimenting, and drive forward improvements in a fast-paced setting.

It would be great if you also had:

• An understanding of banking operations, processes and terminology.
• Proficiency with Confluence, Zendesk, Intercom or Jira
• A good understanding of AI developments and experience in creating successful AI prompts
• Good experience of upskilling colleagues through screen-based collaboration

Hours

35

Job Posting Closing Date:

10/05/2026

Ways of Working:Remote First