Knowledge Manager

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

We’re looking for a forward-thinking, content-driven Knowledge Base Manager. This person will support the scale of our knowledge systems, supporting the Knowledge Team and the wider Operations departments with a high focus on delivering impactful change and supporting wider business objectives. We’re looking for someone who’s passionate about creating a positive, forward-thinking culture within our team. You’ll work towards common goals by inheriting our business objectives as your blueprint towards your short-, medium-, and long-term planning. This will require close collaboration with numerous stakeholders and your engagement and management of these relationships will help deliver success for our customers and the business. This challenge will suit someone who is genuinely passionate about enabling Zopa to reach its ambitious goals through its people and who wants to help embed our strong customer-focused culture and deliver excellent customer outcomes helping Zopa become Britain’s favourite Bank!

A day in the life:

• Develop design guidelines, templates and content in accordance with the knowledge-centred service (KCS) methodology, ensuring that the content is easily digestible for the intended audience and easily found.
• Own the Knowledge Management Roadmap for short and long terms initiatives, including; AI enablement for agents (Agent Assist, Chatbots and Integrations), Customer facing education, Bot enabled articles to support self-serve.
• Act as the Knowledgebase administrator, supporting the use of tools and technology as well as providing technical expertise on the systems.
• Continuously review and maintain the centralised knowledgebase to ensure accuracy, in addition to conducting periodic audits in line with risk and control attestations of both operational teams and product.
• Collaborate with various departments to ensure the Knowledge Management strategy aligns with the organisations broader learning strategies, goals and needs.
• Manage the Knowledgebase development requests backlogs and sprint planning; Managing resource and capacity, Assign priority, sizing and scope of requests.
• Support Zopa’s AI enablement program with insights on technology and design of content and systems, metadata and LLM usages.
• Analyse knowledgebase metrics to identify improvement areas, provide coaching insights, align with customer insights and QA data, and track progress using analytics to evaluate the knowledge management strategy's impact and effectiveness.
• Define and track key performance indicators (KPIs) to measure the effectiveness of content and its impact on user engagement and business goals.
• Keep up to date with current and emerging Knowledgebase Technology, leveraging this to improve user experience.

About you:

• You have experience leading Knowledgebase teams using systems as a service (SaaS) to surface content across different channels.
• You display an ability to work under pressure in a fast-paced environment while maintaining attention to detail and quality standards.
• You have a good understanding of AI usage in training and knowledge development and how this can be leveraged to support AI enablement across different platforms and API integrations.
• You possess excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• You have a proven expertise in developing information architecture, taxonomies and metadata tagging strategies.
• You show a strong awareness of risk and understand the importance of controls and escalation points.
• You have an analytical mindset with proficiency in data analysis and reporting tools.