Knowledge and Enablement Lead

Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we’ll ask about your salary expectations during the application process and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options.

Salary Range: £50,000‑£60,000

Location: Chiswick, London – Hybrid

Sponsorship: We are unable to offer sponsorship for this role.

About So Energy

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 customers and over 450 Energists (what we call our people). We’re on the road to a net‑zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer‑centric, tech‑led, and passionate about sustainability. We’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact.

Values

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

What you’ll be getting up to in this role

• Partner with SMEs, QA, Internal Comms & Engagement, Product, and Operations to govern the content lifecycle and ensure all internal and external content is accurate, helpful and utilised.
• Collaborate with Product Lines on delivery of knowledge across all channels.
• Act as key stakeholder in self‑service and automation strategies.
• Demonstrate expertise in knowledge management systems, platforms, and methodologies.
• Show experience in taxonomy design, governance, and knowledge audit frameworks.
• Exhibit strong stakeholder management skills and ability to influence at senior levels.
• Have knowledge of chatbot enablement and emerging digital self‑service tools.
• Maintain a strategic and innovative mindset with an ROI‑driven approach.
• Define and implement the Knowledge Vision and governance framework.
• Oversee knowledge platforms, chatbot enablement, and Advisor Assist strategy.
• Lead the knowledge content lifecycle with SMEs, ensuring accuracy and timeliness.
• Track knowledge usage, deflection metrics, and report ROI.
• Explore innovations such as gamification, customer communities, and AI.
• Act as the voice of knowledge across So Energy, embedding knowledge into core customer journeys.

You’re a great match if

• Proven track record in designing and implementing knowledge management strategies within customer‑centric organisations.
• Hands‑on experience with knowledge management platforms.
• Demonstrated success in taxonomy and metadata design, including governance and audit processes.
• Experience in content lifecycle management, from creation to archival, ensuring compliance and accuracy.
• Familiarity with chatbot enablement, conversational AI, and integration of knowledge into self‑service tools.
• Exposure to customer experience (CX) initiatives, including automation and digital transformation projects.
• Strong background in data‑driven decision‑making, including ROI analysis and performance metrics (e.g., deflection rates, CSAT impact).
• Experience working in cross‑functional environments, collaborating with Product, Operations and Communications teams.
• Strategic thinking with ability to translate vision into actionable plans.
• Advanced stakeholder management and influencing skills, including senior leadership engagement.
• Analytical and reporting skills to track knowledge usage, identify gaps, and optimise performance.
• Expertise in knowledge architecture, including structuring content for omnichannel delivery.
• Project management skills, with ability to lead initiatives from concept to execution.
• Strong understanding of emerging technologies in knowledge management (AI, machine learning, gamification).
• Excellent communication and presentation skills to advocate for knowledge initiatives across the organisation.
• Ability to drive innovation and continuously improve knowledge ecosystems.

Research & Encouragement

Research shows that some under‑represented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.

Hiring Process

• Talent Screen – 20 minutes Teams call.
• Hiring Manager competency‑based interview.
• Final stage interview and presentation with Customer Operations Director and Key Stakeholder.

APPLICATIONS CLOSE ON 31st December 2025

Benefits

• Smart Working Charters – Hybrid working – Each team has its own Smart Working Charter. Ask your talent partner for more details.
• Personalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way.
• Educational Sponsorships – such as Code First Girls.
• Internal learning platform – with thousands of valuable resources.
• Up to 10% performance bonus – based on company and personal performance.
• Annual salary reviews – to ensure we remain competitive in the market.
• Commitment to being a real living wage provider.
• Your birthday off – it only comes once a year, so enjoy it!
• 3 So Giving Days – spend time supporting a cause you care about.
• Enhanced family leave – supporting you through every life chapter.
• Unmind – access to personalised coaching or therapy to support your mental wellbeing.
• Physical support – free eye tests, flu vaccinations.
• Access to Perkbox – additional wellbeing & savings benefits.
• Menopause policy – to ensure all employees are being taken care of.
• Affinity Groups – join one of our employee groups to foster meaningful connections.
• Bi‑annual value awards – because your hard work deserves recognition.
• Monthly events – to find balance and bring our team together.
• Charitable fundraising – to give back to our communities.

Diversity, Equity, Inclusion & Belonging

As a Disability Confident & Committed employer we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. At So Energy we’re committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. It’s essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy – we strive to embed it throughout our entire culture.