Contract Knowledge Manager

We are delivering an AI-powered chatbot and need an experienced Knowledge Manager to get our existing knowledge into a shape that can actually be used by AI. This is not a "build content from scratch" role - it’s about structuring, cleaning, tagging, and governing knowledge so the chatbot can retrieve accurate, compliant, and context-aware answers. You will act as the bridge between subject matter experts, operations, compliance, and the AI delivery team to ensure the chatbot is fed high-quality, well-structured knowledge from day one.

Responsibilities

• Knowledge Preparation & Structuring
  • Audit existing knowledge sources (FAQs, process docs, policies, scripts, intranet content, PDFs, emails, case notes).
  • Identify gaps, duplication, contradictions, and outdated content.
  • Rewrite and restructure content into AI-consumable formats (clear intent-based chunks, Q&A pairs, decision trees).
  • Define and apply consistent taxonomy, tagging, and metadata to support retrieval-augmented generation (RAG).
• AI Enablement
  • Work closely with the AI/chatbot team to align knowledge structure with model and retrieval requirements.
  • Help design prompt-ready knowledge, including guardrails and fallback content.
  • Support testing by analysing chatbot answers and tracing failures back to knowledge quality issues.
  • Iterate knowledge based on chatbot performance and real user queries.
• Stakeholder & SME Engagement
  • Work with subject matter experts to validate content accuracy.
  • Translate complex or regulatory language into clear, user-friendly responses without losing precision.
  • Establish lightweight content ownership and approval flows.
• Governance & Sustainability
  • Define knowledge standards for AI use (structure, tone, versioning).
  • Put in place a simple operating model so knowledge stays current post-launch.
  • Ensure compliance, risk, and regulatory considerations are embedded in knowledge design.

What We’re Looking For

• Essential
  • Proven experience as a Knowledge Manager, Content Strategist, or Knowledge Lead in complex environments.
  • Hands-on experience preparing knowledge for AI, search, or chatbot platforms.
  • Strong understanding of how LLMs retrieve and use content (RAG concepts, intent mapping, hallucination risk).
  • Ability to work fast in ambiguous environments and make pragmatic decisions.
  • Excellent written communication - you can turn messy internal docs into clean, structured content.
• Desirable
  • Experience working in regulated industries (financial services, utilities, healthcare, etc.).
  • Familiarity with conversational AI platforms or knowledge bases (e.g. Boost.ai, Genesys, Salesforce, SharePoint, Confluence).
  • Understanding of analytics and feedback loops to improve answer quality over time.

What This Role Is Not

• Not a technical AI engineering role.
• Not a long-term KM transformation programme.
• Not a passive documentation role.

Outcomes You’ll Be Accountable For

• A structured, validated knowledge base ready for chatbot ingestion.
• Clear taxonomy and content standards.
• Reduced hallucinations and improved answer accuracy during testing.
• A sustainable model for keeping knowledge up to date after go-live.

Why Vanguard?

Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients. This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments. It’s what we stand for: value to investors.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing". We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values. When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard’s core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.