Knowledge Specialist

Team Knowledge Service Support

Working Pattern -Hybrid 2 days per week in the Vitality Stockport or Bournemouth time 35 hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role:

• Collaboration champion with stakeholders
• Creative content visionary
• Data storyteller

What this role is all about:

Imagine being at the heart of a business where your work shapes how knowledge flows and empowers people every this role youll collaborate with stakeholders across the organisation to craft refine and elevate content that isnt just accurateits impactful accessible and designed to deliver real value. Youll harness the power of data insights AI and business intelligence to anticipate needs close knowledge gaps and drive continuous improvement. Every decision you make will enhance operational efficiency and transform the customer experience. If youre passionate about turning information into innovation this is your chance to make a measurable difference.

Key Actions

• Create and manage knowledge content by developing and maintaining clear concise and user-focused material for both employees and customers.
• Maintain content accuracy and relevance through a structured review process that ensures everything remains up to date accurate and aligned with business needs.
• Maximise the use of tools and platforms by leveraging knowledge systems and supporting technologies such as AI to improve content creation management and delivery.
• Generate insights and spot trends by analysing data to identify knowledge patterns and assess the impact of knowledge on business performance.
• Optimise content using data by continuously improving knowledge based on insights and analytics.
• Influence through insight by presenting clear evidence-based recommendations that support optimisation decision-making.
• Lead optimisation projects by coordinating and delivering content improvement initiatives ensuring stakeholder alignment timely execution and measurable outcomes.
• Collaborate across functions by working with colleagues across the business to develop content identify opportunities and deliver knowledge optimisation.
• Identify and address performance gaps by partnering with divisional colleagues to uncover root causes behaviours and knowledge or skill gaps impacting business performance.
• Promote knowledge sharing by encouraging a culture of collaboration and continuous learning driving engagement with knowledge content.

What do you need to thrive

• Ability to create clear concise and user-friendly content tailored to different audiences and channels
• Understanding of how users interact with content and how to structure information for clarity accessibility and ease of use
• Proficient in using content management platforms and knowledge bases to create organise and publish content efficiently
• Skilled in using data to assess content performance identify trends and inform optimisation strategies
• Strong communication skills to present insights influence decisions and collaborate effectively across teams
• Capable of leading and managing content improvement initiatives ensuring timely delivery and measurable outcomes
• Proactive in identifying opportunities to enhance content quality processes and tools
• Experience working cross-functionally with product service compliance and technology teams
• Understanding of knowledge sharing frameworks classifications and strategies to build a culture of learning and engagement
• Ability to use AI to generate and optimise content bringing innovation to knowledge creation and delivery
• Expertise in knowledge operations within a contact centre environment applying best practices to improve efficiency and customer experience
• Experience in developing and managing customer-facing support content and digital journeys to enhance user engagement and satisfaction

Were really excited to announce that we have recently been awarded Top 10 Best Places To Work in The Sunday Times Awards 2024!

Vitality is a multi-award-winning UK insurance brand here to make the world a healthier happier place.

Weve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives they benefit our business benefits and society benefits. Were successful because we attract develop and retain the best people and because we care.

At Vitality were committed to diversity and inclusion because its good for our employees for our business and for society. We welcome applications from individuals of all backgrounds experiences and perspectives.

Vitalitys approach to sustainability

Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LI-Hybrid

If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested please submit your application as soon as possible.