Senior Knowledge Management Analyst
| Posting date: | 28 August 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 27 September 2025 |
| Location: | Edinburgh, EH12 1HQ |
| Company: | NatWest Group |
| Job type: | Permanent |
| Job reference: | R-00263588-OTHLOC-GBR-5FEDI034 |
Summary
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
What you'll do
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
The skills you'll need
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