At a Glance
- Tasks: Lead a global team to optimise knowledge management and drive AI integration.
- Company: Join a forward-thinking company focused on digital transformation and innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a diverse team making a real impact across global operations.
- Why this job: Shape the future of knowledge management in a dynamic, tech-driven environment.
- Qualifications: Experience in knowledge management and AI technologies 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 prioritizing large‑scale content migration, content optimization, taxonomy standardization and AI readiness.
- Partner with the Head of Training and Development, Trainers, Senior Managers Quality, Quality Managers, Director of Case and Channel Solutions, General Managers Assistance / Heads of Assistance, Medical Directors, Security Directors and Operations Directors 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 optimization 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 optimize 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.
- Ni CE (or Equivalent)
- Copilot
Implementation: act as the business lead for the implementation and optimization 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 localized 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 optimizing semantic search over enterprise knowledge systems.
- Familiarity with APIs, HTTP integrations and how knowledge bases interact with modern CRM or ticketing systems (Salesforce, Zendesk, Service Now, or custom case management platforms).
- Experience implementing NICE Copilot or similar real‑time agent assist and entity detection technologies.
- Ability to conceptualize 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).
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Head of Knowledge Management in London
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Head of Knowledge Management at International SOS!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like International SOS or be willing to refer you for that Head of Knowledge Management position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from International SOS who’s on the lookout for their next Head of Knowledge Management star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Head of Knowledge Management role at International SOS!
We think you need these skills to ace Head of Knowledge Management in London
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at International SOS. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at International SOS
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at International SOS. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
