Knowledge & Process Excellence Lead

Capita

United Kingdom
Base: up to £38,000; bonus/equity: not specified; ...
Design and maintain sops
Implement knowledge assessments
Provide expert training
We are seeking a Knowledge & Process Excellence Lead to design, implement, and maintain a robust knowledge management framework that supports operational excellence, continuous improvement, and compliance across all service areas

Job Summary

  • We are seeking a Knowledge & Process Excellence Lead to design, implement, and maintain a robust knowledge management framework that supports operational excellence, continuous improvement, and compliance across all service areas.
  • Leverage analysed data from multiple sources—including customer feedback, complaints, work items, and webinar FAQs—to identify recurring themes, emerging trends, and improvement opportunities.
  • A competitive basic salary (Up to £38,000 depending on experience) with 23 days’ holiday (rising to 27) and the opportunity to buy extra leave.

Matching Summary

We are seeking a Knowledge & Process Excellence Lead to design, implement, and maintain a robust knowledge management framework that supports operational excellence, continuous improvement, and compliance across all service areas.

Salary

Base: Up to £38,000; Bonus/Equity: Not specified; Benefits: 23 days’ holiday (rising to 27), pension, life assurance, cycle2work scheme, 15 weeks’ fully paid maternity/adoption/shared parental leave, paternity pay, voluntary benefits

Skills & Requirements

Must-have

  • Design and maintain SOPs
  • Implement knowledge assessments
  • Provide expert training
  • Leverage analysed data
  • Lead workshops and improvement sessions
  • Identify repetitive tasks for automation

Nice-to-have

  • Excellent communication and stakeholder engagement
  • Strong organisational and analytical abilities
  • Produce clear, concise, and engaging written content
  • Familiarity with digital content management systems
  • Experience in regulated environment
  • Skilled in end-to-end process analysis
  • Customer experience mapping

Key Requirements

  • Experience of building AI agents
  • Familiarity with process documentation

Work Rights

Not specified

Tailored Resume

Cover Letter