Knowledge and Enablement Lead in London

Overview What’s in it for you? Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. 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. If you have questions around salary, please feel free to ask us!
Salary Range : £50,000-£60,000
Location : Chiswick, London – Hybrid 2 days per week
Sponsorship : We are unable to offer sponsorship for this role
Knowledge & Enablement Lead
The Knowledge Lead will define and govern So Energy’s knowledge management ecosystem. They will set the Knowledge Vision Strategy, ensuring customers and advisors have access to accurate and timely content. The role drives innovation, including CX initiatives such as chatbot enablement, Advisor Assist, and future self-service technologies, ensuring knowledge directly improves customer and employee experience. Reporting to Jamie McLellan, Head of Customer Experience.
Why 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.
At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:
Clear
Honest
Ambitious
Inquisitive
Caring
Sustainable
Your role and responsibilities
Partner with SMEs, QA, Internal Comms & Engagement, Product, and Operations to govern the content lifecycle to ensure all internal and external content is accurate, helpful and utilised
Collaborate with Product Lines on delivery of knowledge across all channels
Act as a key stakeholder in self-service and automation strategies
Expertise in knowledge management systems, platforms, and methodologies
Experience in taxonomy design, governance, and knowledge audit frameworks
Strong stakeholder management skills and ability to influence at senior levels
Knowledge of chatbot enablement and emerging digital self-service tools
Strategic and innovative mindset, with 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 shows that some underrepresented 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.
Our Hiring Process:
Talent Screen – 20 minutes Teams call
Hiring Manager competency-based Interview
Final stage interview and presentation with Customer Operations Director
What’s in it for you?
Smart Working Charters
Hybrid working – Each team has its own Smart Working Charter. Ask your talent partner for more details.
Growth & Development
Personalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way
Educational Sponsorships – like Code First Girls
Internal learning platform – with thousands of valuable resources
Pay & Reward
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
Time Off That Matters
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
Health & Wellbeing
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 off
Belonging & Recognition
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. We are a global community, and we believe our unique qualities should be celebrated as they are critical to our innovation. 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.
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