Senior Knowledge Management Analyst

Join us as a Senior Knowledge Management Analyst

• You'll create and maintain the knowledge content for Boxed Operations that underpins both our human and AI-led operations
• You'll be working in a vibrant, forward looking team and helping us to shape the future of our business
• It's a great chance to hit the ground running, take advantage of our development opportunities, and advance your career, In this role, you'll play a key part in empowering our Operations Agents with fast, reliable access to accurate knowledge, while also expanding AI-driven solutions. By strengthening the Knowledge Hub and enhancing Bot content, you'll help deliver smoother customer self-service experiences and enable our colleagues to work smarter and more efficiently.

You'll also:

• Build and maintain a comprehensive library of knowledge content, including FAQs, saved responses, and guidance
• Define and enforce standards for content quality, structure, tone, and tagging to ensure easy retrieval and consistency
• Optimise the searchability and navigation of the Knowledge Hub to drive adoption, efficiency, and accuracy for both agents and AI tools
• Develop management information (MI) and reporting to track Knowledge Hub performance

It, Onboarding, Core Banking, Payments, You'll need a broad understanding of banking operations and processes in at least one operational area (financial crime, onboarding, payments, core banking or lending)

You'll also need:

• Strong understanding of knowledge management principles and practices with proven experience in creating high-quality, audience-specific knowledge assets, ensuring content is tailored to meet varying customer needs
• Expertise in analysing and diagnosing the root causes of customer queries, issues, and interactions, with strong problem-solving capabilities
• Hands-on experience in agile work environments, with a solid understanding of change management principles