Knowledge & Process Excellence Lead in London

We are seeking a Knowledge & Process Excellence Lead to design, implement, and maintain a robust knowledge management framework that supports operational excellence, continuous improvement, and compliance across all service areas.

Responsibilities:

• Design and maintain Standard Operating Procedures (SOPs), process guides, knowledge articles, and customer communication templates that drive consistency and deliver improved customer outcomes.
• Design and implement knowledge assessments to measure team competency, identify gaps, and reduce the risk of quality failures.
• Provide expert training and guidance on knowledge management tools, methodologies, and best practices to enhance organisational capability such as CO Pilot, Chat GPT, AWS.
• Support workshops (e.g., Customer 360 resolution workshops) to drive service improvements.
• Leverage analysed data from multiple sources-including customer feedback, complaints, work items, and webinar FAQs-to identify recurring themes, emerging trends, and improvement opportunities.
• Lead workshops and improvement sessions (e.g., Customer 360 resolution workshops) to foster collaboration and drive actionable outcomes.
• Ability to generate and support innovative ideas that improve organisational performance.
• Able to identify repetitive tasks that have the potential to be automated.

About You:

• Excellent communication and stakeholder engagement skills.
• Strong organisational and analytical abilities.
• Ability to produce clear, concise, and engaging written content.
• Familiarity with digital content management systems and process documentation.
• Experience in managing knowledge resources in a regulated environment.
• Skilled in end-to-end process analysis and customer experience mapping.
• Experience of building AI agents as a knowledge tool using Co Pilot, Chat GPT or equivalent - Desirable.

What’s in it for you?

• A competitive basic salary (Up to 38,000 depending on experience).
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto‑enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more.
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

At Capita, your career can take you wherever your ambition leads. You’ll become part of a diverse network of talented, forward‑thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth - offering endless opportunities to expand your skills, explore new paths, and advance your career. Join us and discover a career with purpose.

Equal Opportunities:

At Capita, we’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.