About Us:
The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.
Our commitment to diversity and inclusion in the workplace:
At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular, barriers facing employees from underrepresented groups.
About the role:
The Senior Process & Knowledge Specialist is responsible for driving the strategic development, governance, and continuous improvement of Customer Care operational processes and knowledge management practices. The role designs and governs the operational knowledge and process ecosystem, ensuring workflows, operational guidance, and knowledge assets are structured, scalable, and aligned to support consistent, efficient, and customer-focused service delivery across agent, self-service, and AI-assisted support experiences.
Working collaboratively across Customer Care and key business functions, the role plays a key part in enhancing operational efficiency, agent and customer experience, process consistency, and knowledge effectiveness. The role also oversees the ongoing optimisation of the Customer Care knowledge base, ensuring content remains accessible, compliant, and aligned with evolving operational and business needs.
Key Responsibilities:
- Define, manage, and continuously improve the structure, governance, usability, and discoverability of the Customer Care knowledge base, ensuring the content is intuitive, accurate, scalable, and effectively supports agent, self-service, and AI-assisted Customer Care experiences.
- Design and optimise operational workflows, process guidance, policies, and decision-making tools that simplify complex processes, improve agent experience, and support Customer Care teams in fast-paced operational environments.
- Ensure knowledge content and operational guidance are designed with both agent and customer experience in mind, balancing usability, compliance, and operational efficiency.
- Define and oversee standards for operational knowledge content, workflows, and guidance, ensuring information is structured, scalable, operationally effective, and aligned across internal, customer-facing, and AI-assisted support channels.
- Manage and optimise the Customer Care knowledge base platform, including Salesforce Knowledge, ensuring content governance, change requests, updates, approvals, and standards supporting AI-assisted support experiences are effectively administered and prioritised.
- Analyse operational workflows, customer journeys, and knowledge content to identify inefficiencies, gaps, risks, inconsistencies, and opportunities to enhance customer experience, self-service effectiveness, operational efficiency, and scalable service delivery.
- Collaborate with stakeholders across Customer Care and other business functions to gather requirements, align processes, and deliver continuous improvements across workflows, knowledge management practices, and supporting tools.
- Champion knowledge management best practices, industry trends, and continuous improvement initiatives, and promote the adoption of knowledge base tools, content standards, and process improvements across Customer Care.
- Ensure all operational guidance, policies, and process documentation are accurate, compliant, and regularly reviewed in alignment with legal, regulatory, and business requirements.
- Lead and facilitate process review discussions, workshops, and stakeholder sessions to support operational alignment and improvement initiatives.
- Utilise QM data, AI-driven insights, analytics, user feedback, and content performance metrics to improve knowledge structure, discoverability, content effectiveness, process usability, operational efficiency, and overall Customer Care and customer experience.
- Maintain a strong understanding of Customer Care products, services, policies, systems, and operational processes to ensure knowledge content remains accurate and relevant.
- Provide support to the Quality Manager as required for improvements across the Customer Care team.
Core Competencies
Experience
- Proven background in knowledge management, process improvement, operational excellence, business process analysis, or similar roles within Customer Care, Customer Service, or Contact Centre environments.
- Design, documentation, and optimisation of operational workflows, policies, process maps, and agent-facing guidance using formats such as written guidance, visual workflows, and quick-reference materials.
- Identification of operational gaps, inefficiencies, risks, and opportunities for improvement, with the ability to recommend and support effective solutions.
- Management of knowledge management platforms, content governance processes, and knowledge base administration, including Salesforce Knowledge or similar systems.
- Structuring and governance of knowledge content to support consistent experiences across agent, self-service, and AI-assisted support channels.
- Collaboration with Global teams across Customer Care and other business functions to support operational alignment and continuous improvement initiatives.
- Utilisation of operational data, customer or user feedback, and performance trends to support decision-making, process optimisation, and content improvements.
- Support of operational change, continuous improvement initiatives, and process optimisation activities.
- Use of AI tools, analytics, or technology solutions to support knowledge management, operational efficiency, or process improvements.
- Understanding of process improvement and continuous improvement methodologies, including familiarity with frameworks such as Lean, Six Sigma, or Kaizen.
- Proficiency with Google Workspace with a solid command of its core features.
Skills & Behaviours
- Strategic mindset with the ability to balance customer experience, operational efficiency, scalability, and business objectives when designing processes and knowledge solutions.
- Excellent writing, editing, communication, presentation, and facilitation skills, with the ability to translate complex operational information into clear, structured, and user-friendly guidance for diverse audiences.
- Strong capabilities in workflow, process design, and information architecture, creating logical, intuitive, and operationally effective experiences for Customer Care teams and customers.
- Strong analytical, problem-solving, and critical-thinking skills, with the ability to identify trends, gaps, risks, inefficiencies, and opportunities for improvement.
- Strong understanding of operational usability and agent experience, ensuring guidance is practical and effective within fast-paced customer service environments.
- High attention to detail, ensuring accuracy, consistency, compliance, and reliability across operational processes and knowledge content.
- Strong stakeholder management, collaboration, and influencing skills, working effectively across teams, functions, and seniority levels.
- Leadership mindset with the ability to drive alignment, support operational change, champion continuous improvement initiatives, and challenge the status quo through a proactive and solutions-focused approach.
- Data-driven mindset, confidently using analytics, AI tools, operational insights, and performance trends to inform recommendations and improve knowledge effectiveness, operational efficiency, and user experience.
- Strong organisational and prioritisation skills, effectively managing multiple projects and requests amid changing priorities.
- Adaptable and collaborative team player, motivated by continuous learning and improving customer, agent, and business outcomes.
- Schedule flexibility, with a willingness to work UK hours, ability to adapt to shifting timelines, and support during public holidays.
Customer Care Values
- Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve.
- Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open-minded way so that we can deliver the best customer outcomes.
- Accountable: We act with integrity, whilst taking responsibility for our performance and personal growth, to ensure that we give our best to both customers and colleagues.
- Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change, so that we can respond to the needs of our customers and the FT.
- Effective: We are creative and productive whilst remaining focused on our goals with a results-driven approach so that we deliver the right outcomes for our customers and for the FT.
What’s in it for you? Our Benefits:
Our benefits vary depending on location, but we are committed to providing best-in-class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include: generous annual leave, flexible working (including working from home), health coverage (medical & dental), company match and enhanced family leave packages. Full details of our benefits can be found here.
Further Information:
The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, please contact a member of our HR team, who will be happy to help.
