Job Purpose and primary objectives: Own and optimise customer-facing knowledge content and AI quality performance, ensuring accurate, compliant, and continuously improving AI-driven customer interactions.
Key responsibilities :
1. Knowledge Ownership
• Own and manage customer-facing knowledge articles across:
o Website
o AI/LLM integrations
o Digital self-serve journeys
• Ensure knowledge content is:
o Up to date
o Accurate
o Aligned with business and regulatory changes
2. Content Governance & Coordination
• Work with operations teams to:
o Update and maintain knowledge articles
o Ensure accountability for content ownership
• Drive timely updates when business rules or legislation change
3. AI Quality & Accuracy Management
• Monitor AI system outputs to ensure:
o Accuracy levels (targeting high accuracy rates)
o Alignment with defined rules and knowledge base
• Perform manual quality checks alongside automated checks (e.g. via AI platforms).
4. Continuous Optimisation
• Identify failure points in AI responses and journeys
• Work with prompt engineers to:
o Refine prompts
o Improve output quality
o Enhance user responses
• Drive ongoing optimisation and refinement post-build rather than initial development.
5. Customer Feedback & Insight
• Analyse customer feedback (e.g. usefulness/NPS-style feedback) on knowledge articles
• Identify journeys with low success rates and drive improvements
• Feed insights back into AI and content optimisation cycles
Stakeholders
• Prompt engineers
• AI product teams
• Operations teams (knowledge owners)
• Customer experience teams
Role Profile
• Hands-on “doer” role focused on execution and optimization rather than strategy
• Requires understanding of:
o AI/LLM-based systems
o Knowledge management
o Quality assurance in AI-driven journeys
Key Success Measures
• Accuracy and quality of AI responses
• Improvement in customer satisfaction (e.g. feedback scores)
• Reduction in failure rates across digital journeys
• Timeliness and quality of knowledge updates •
Key Skills/Knowledge: • Managed and maintained customer-facing knowledge content across websites, AI/LLM platforms, and digital self-service journeys.
• Ensured knowledge articles remained accurate, compliant, and aligned with business and regulatory updates.
• Coordinated with operations and content owners to drive timely knowledge updates and governance.
• Monitored AI-generated responses and performed quality assurance checks to maintain high accuracy standards.
• Identified AI response failures and optimized digital journeys to improve customer experience.
• Collaborated with prompt engineers and AI product teams to refine prompts and enhance response quality.
• Led continuous improvement initiatives for AI-driven customer support and self-service experiences.
• Analyzed customer feedback, satisfaction metrics, and low-performing journeys to drive targeted enhancements.
• Improved AI and knowledge management performance through data-driven optimization and insights.
• Worked cross-functionally with AI, operations, and customer experience teams to enhance digital engagement outcomes.
Experience required: • • 8–10+ years of experience in digital adoption, knowledge management, customer experience, or AI-enabled platforms.
• Hands-on experience managing customer-facing content, self-service journeys, and knowledge governance processes.
• Strong understanding of AI/LLM-based systems, chatbot optimization, and AI response quality assurance.
• Proven experience in cross-functional collaboration with Product, Operations, Engineering, CX, and AI teams.
• Expertise in performance monitoring, KPI tracking, customer feedback analysis, and continuous improvement initiatives.
• Experience driving digital transformation, customer engagement, and optimization of AI-driven user journeys.
