At a Glance
- Tasks: Lead a global team to optimise knowledge management and drive digital transformation.
- Company: Join a forward-thinking company focused on innovative contact centre solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a chance to influence global standards and practices.
- Why this job: Shape the future of knowledge management with cutting-edge AI technologies.
- Qualifications: Experience in knowledge management and digital transformation is essential.
The predicted salary is between 70000 - 90000 £ per year.
Responsibilities:
- Build, mentor and lead a high‑performing global team of content authors/curators.
- Define standards and processes for authoring, curating and governing knowledge, ensuring taxonomies are defined and documented.
- Develop and govern a multi‑phase program of work prioritising large‑scale content migration, content optimisation, taxonomy standardisation and AI readiness.
- Partner with various stakeholders to drive adoption, manage change and align local knowledge needs with global standards.
- Design and implement a robust, modern knowledge architecture tailored for complex, multi‑lingual and high‑consequence contact centre environments.
- Act as the strategic business owner and subject matter expert for the Knowledge Management System and Knowledge Connector / Hub Technology.
- Architect content structure specifically designed for AI‑driven search, retrieval‑augmented generation (RAG) and natural language query optimisation over vast enterprise knowledge bases.
- Partner with IT and Enterprise Architecture to lead integration efforts connecting relevant sources of knowledge to enable a unified view for the AC Agent.
- Drive the deployment of real‑time agent assist technologies to optimise the 'Agent Experience' (AX), reduce cognitive load and lower AHT while increasing FCR.
- Oversee the training and integration of real‑time entity and intent detection systems that listen to customer interactions and dynamically surface relevant knowledge.
- Act as the business lead for the implementation and optimisation of NICE Copilot (and/or adjacent conversational AI assistants), ensuring virtual assistants surface exact, context‑aware prompts to agents during live interactions.
- Establish and enforce comprehensive content standards, global style guides, taxonomy rules and strict content governance frameworks.
- Design and deploy automated and manual QA processes to ensure content accuracy, clinical/operational safety and situational relevance.
- Manage the complex content lifecycle across multiple geographies, jurisdictions and languages, ensuring localised operational guidance adheres to global standards.
Qualifications:
- Deep hands‑on experience implementing, configuring, or managing the NICE Expert Knowledge Management System and NICE Knowledge Hub.
- Proven experience using natural language prompts, configuring conversational AI models and optimising semantic search over enterprise knowledge systems.
- Familiarity with APIs, HTTP integrations and how knowledge bases interact with modern CRM or ticketing systems (Salesforce, Zendesk, ServiceNow, or custom case management platforms).
- Experience implementing NICE Copilot or similar real‑time agent assist and entity detection technologies.
- Ability to conceptualise high‑level digital strategies and translate them into granular, executed project plans.
- Exceptional change management capability with gravitas to influence executive stakeholders and frontline teams alike.
- Highly analytical mindset with a focus on measuring the business value of knowledge (impact on QA scores, agent onboarding speed, CSAT, and operational efficiency).
- Typically 5 years of experience in strategic Knowledge Management, Global Contact Center Operations, or Digital Transformation / Digital Enablement leadership roles.
- Proven track record of managing knowledge management and content lifecycles in complex, multi‑site and multi‑lingual global environments (ideally across 10+ contact centers).
- Demonstrated success leading cross‑functional business and technical teams through complex digital transformations, particularly the migration of legacy knowledge systems into AI‑driven platforms.
- Bachelor’s degree in Information Science, Computer Science, Business Administration, or a related field (Master’s degree or MBA preferred).
Head of Knowledge Management employer: International SOS
As the Head of Knowledge Management, you will join a forward-thinking organisation that prioritises innovation and employee development in a dynamic global environment. Our collaborative work culture fosters creativity and empowers you to lead a high-performing team while driving impactful change through advanced knowledge management strategies. With a commitment to professional growth and a focus on cutting-edge technologies, we offer a unique opportunity to shape the future of knowledge architecture in a multi-lingual contact centre setting.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Knowledge Management
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We think you need these skills to ace Head of Knowledge Management
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at International SOS, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at International SOS
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with International SOS’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
