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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Knowledge Management, focusing on creating and optimizing knowledge content to enhance customer outcomes and operational efficiency. Proficient in stakeholder management and content governance within regulated environments.
Highest-signal resume keywords
Knowledge Management ExperienceContent GovernanceStakeholder ManagementNICE Knowledge Platform ExperienceAI-Assisted Support Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Knowledge Framework CreationTaxonomy Structure DevelopmentContent OptimizationOperational Improvement DeliveryWriting and Editing Skills
Soft Skills
Influencing SkillsCoaching and Development Skills
Tools & Technologies
NICE KnowledgeSalesforce KnowledgeServiceNowZendesk GuideNICE CXone
Industry Keywords
Contact CentreCustomer OperationsRegulated EnvironmentFinancial ServicesInsurance
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Lead the knowledge work supporting the Agent Copilot implementation and target reductions in Average Handling Time
- Build and optimise IVR and self-service knowledge content to reduce call volumes and improve customer outcomes
- Redesign induction and competency training content to accelerate colleague readiness and performance
- Partner with business leaders, operations teams and trainers to identify and prioritise high-impact knowledge opportunities
- Translate product, policy and regulatory changes into clear, accessible and reusable knowledge content
- Establish taxonomy, tagging and content standards to make knowledge easy to find, use and maintain
- Manage and develop content within NICE Knowledge using a platform-agnostic approach
- Partner with Quality Assurance and Quality Monitoring stakeholders to improve knowledge content
- Build a network of Knowledge Leads and implement sustainable governance and continuous improvement practices
Requirements
What you’ll need- Proven experience in Knowledge Management within a contact centre, customer operations or similarly regulated environment
- Demonstrable success delivering measurable operational improvements through knowledge and content initiatives
- Experience creating knowledge frameworks, content governance or taxonomy structures
- Strong stakeholder management skills with the ability to influence at all levels of the organisation
- Excellent writing and editing skills, with a talent for turning complex information into simple, user-friendly content
- Experience coaching or developing SMEs, super-users or knowledge contributors
- Knowledge platform experience, e.g. NICE Knowledge, Salesforce Knowledge, ServiceNow, Zendesk Guide or similar
- Experience with NICE Knowledge or NICE CXone
- Knowledge of AI-assisted support, Agent Copilot solutions or self-service technologies
- Experience supporting a knowledge platform migration or transformation programme
- Background in financial services, insurance or another regulated industry
- Successful employment, address, credit history and standard criminal record checks
Benefits
Comp & perks- Holiday entitlement of 26 days plus bank holidays, increasing with length of service
- 35 hour working week
- Opportunity to progress your career across the entire Ardonagh family
- Award-winning learning & development offering
- Support to obtain professional qualifications
- Pension scheme
- 24-hour Employee Assistance support for you and your family’s physical and mental wellbeing
- Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more
- One day paid volunteering
- Ardonagh Community Trust (ACT) donation matching
- The Spotlight Awards
- Fully remote work arrangement