Engagement & Knowledge Manager

The Engagement & Knowledge Manager is responsible for driving stakeholder engagement, governing operational knowledge, and ensuring colleagues, customers, and AI-enabled experiences are supported by clear, accurate and trusted information. Working within the Change & Automation function, the role combines change communications, knowledge governance, customer communication quality, AI content enablement and engagement insights to improve operational readiness, change adoption, customer outcomes and self-service experiences. The role will leverage storytelling, visual communication and multimedia content to transform complex information into engaging experiences for colleagues, customers and AI-enabled support journeys.

Main Accountabilities & Responsibilities

Customer Communications & AI Content Enablement

• Review, create and optimise customer-facing communications, service updates and knowledge content using clear language, visual storytelling and engaging multimedia formats to improve customer understanding and self-service outcomes.
• Ensure customer-facing content aligns to Rank's tone of voice, customer communication standards and regulatory requirements.
• Support AI-enabled customer journeys by ensuring chatbot and AI knowledge sources remain accurate, relevant, consistent and on-brand.
• Review AI-generated responses from a customer experience perspective and identify opportunities to improve content quality, clarity and effectiveness.

Knowledge Management & Governance

• Own the governance framework for operational knowledge content, including content standards, ownership, review cycles, approval processes and quality controls.
• Partner with SMEs and operational teams to ensure knowledge content remains accurate, accessible, consistent and aligned to current processes.
• Identify and address knowledge gaps that may impact operational performance, colleague experience or customer outcomes.
• Support knowledge migration, content readiness and governance activities associated with business transformation and technology initiatives.
• Monitor the effectiveness and quality of knowledge content, driving continuous improvement across the knowledge lifecycle.

Change Communications & Stakeholder Engagement

• Develop communication and engagement plans that leverage compelling storytelling, multimedia content and audience-focused messaging to drive awareness, understanding and adoption of change initiatives.
• Partner with Change Managers, operational leaders and stakeholders across functions and locations to ensure communications support operational readiness and successful change adoption.
• Create and deliver engaging communications across a variety of formats including presentations, infographics, videos, digital content, FAQs and leadership updates.  
• Coordinate stakeholder engagement activities, feedback mechanisms and communication campaigns aligned to change priorities.

Insights, Feedback & Continuous Improvement

• Manage colleague, stakeholder and customer feedback channels to measure engagement and communication effectiveness.
• Analyse communication, knowledge and engagement data to identify trends, risks, content gaps and improvement opportunities.
• Produce insights and recommendations to improve change adoption, knowledge quality, customer communications and AI-enabled experiences.
• Drive continuous improvement initiatives across engagement, knowledge management and content governance activities.

Qualifications & Experience Required:

Essential

• Proven experience in Knowledge Management, Change Communications, Internal Communications, Customer Communications, Content Management or a related discipline.
• Excellent written, verbal and visual communication skills, with the ability to simplify complex information for different audiences.
• Strong stakeholder management and relationship-building skills.
• Experience creating engaging multimedia content, including presentations, infographics, videos, digital communications and campaign materials.
• Experience managing content governance, review processes, quality standards and knowledge lifecycle activities.
• Experience reviewing customer-facing communications and content.
• Strong analytical skills, with the ability to interpret feedback, engagement metrics and content performance data.
• Ability to balance creativity with governance, accuracy and operational requirements.
• High attention to detail and commitment to quality.

Desirable Experience

• Experience within Customer Operations, Contact Centres or Customer Experience environments.
• Experience supporting organisational transformation, technology implementation or operational change initiatives.
• Experience working with knowledge management platforms such as Salesforce Knowledge, Amazon Connect, SharePoint, Confluence or similar tools.
• Experience supporting chatbot, virtual assistant or AI-enabled customer support solutions.
• Experience with change management methodologies such as Prosci or ADKAR.
• Experience working within regulated or highly governed environments

Personal Qualities Desired

• Creative and engaging, with a passion for making communications clear, useful and easy to consume.
• Strong communicator, able to simplify complex messages and create content that resonates with different audiences.
• Collaborative and people-focused, comfortable working across teams, functions and locations.
• Proactive and organised, able to manage competing priorities and drive communication activity forward.
• Curious and audience-led, always looking for better ways to engage colleagues and improve communication impact.