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.