Service Improvement Knowledge Officer

Why You’ll Love This Role
This role sits at the centre of customer experience improvement across the City. You’ll lead how customer knowledge is created, maintained and used—helping frontline teams provide accurate, timely and confident advice. You’ll collaborate across business units, influence service design and champion smarter ways of working through digital tools and emerging technologies.
If you enjoy writing clear content, improving systems and using insights to drive better customer outcomes, this is a highly impactful role.

What You’ll Be Doing

• Manage the City’s customer knowledge management system
• Create, review and publish high‑quality knowledge content
• Ensure consistent customer messaging across channels
• Partner with business units to validate content
• Analyse knowledge usage and identify improvement opportunities
• Communicate knowledge updates and changes proactively
• Support CX teams with knowledge and content guidance
• Maintain and develop CX SharePoint sites

Please click here for the job description