Job Description

Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we'll ask about your salary expectations during the application process, and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options. If you have questions around salary, please feel free to ask us!
Salary Range: 50,000-60,000
Location: Chiswick, London - Hybrid
Sponsorship: We are unable to offer sponsorship for this role
Knowledge Lead
The Knowledge Lead will define and govern So Energy's knowledge management ecosystem. They will set the Knowledge Vision Strategy, ensuring customers and advisors have access to accurate and timely content. The role drives innovation, including CX initiatives such as chatbot enablement, Advisor Assist, and future self-service technologies, ensuring knowledge directly improves customer and employee experience.
Reporting to Jamie McLellen, Head of Customer Experience ?
? Why So Energy?
So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we've grown rapidly but sustainably, with 300,000 customers and over 450 Energists (what we call our people). But we're not done! We're on the road to a net-zero future, and thanks to our partnership with ESB, we're well on the way. We're customer-centric, tech-led, and passionate about sustainability.
We're driven to do our best for our customers, for each other, and for our planet. That's why we've built a workplace culture that's supportive, empowering, inclusive, and full of opportunities to grow and make an impact.
At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

What you'll be getting up to in this role:

• Partner with SMEs, QA, Internal Comms & Engagement, Product, and Operations to govern the content lifecycle to ensure all internal and external content is accurate, helpful and utilised

• Collaborate with Product Lines on delivery of knowledge across all channels

• Act as key stakeholder in self-service and automation strategies

• Expertise in knowledge management systems, platforms, and methodologies.

• Experience in taxonomy design, governance, and knowledge audit frameworks.

• Strong stakeholder management skills and ability to influence at senior levels.

• Knowledge of chatbot enablement and emerging digital self-service tools.

• Strategic and innovative mindset, with ROI-driven approach.

• Define and implement the Knowledge Vision and governance framework.

• Oversee knowledge platforms, chatbot enablement, and Advisor Assist strategy.

• Lead the knowledge content lifecycle with SMEs, ensuring accuracy and timeliness.

• Track knowledge usage, deflection metrics, and report ROI.

• Explore innovations such as gamification, customer communities, and AI.

• Act as the voice of knowledge across So Energy, embedding knowledge into core customer journeys.

You're a great match if:

• Proven track record in designing and implementing knowledge management strategies within customer-centric organisations.

• Hands-on experience with knowledge management platforms

• Demonstrated success in taxonomy and metadata design, including governance and audit processes.

• Experience in content lifecycle management, from creation to archival, ensuring compliance and accuracy.

• Familiarity with chatbot enablement, conversational AI, and integration of knowledge into self-service tools.

• Exposure to customer experience (CX) initiatives, including automation and digital transformation projects.

• Strong background in data-driven decision-making, including ROI analysis and performance metrics (e.g., deflection rates, CSAT impact).

• Experience working in cross-functional environments, collaborating with Product, Operations, and Communications teams.

• Strategic thinking with ability to translate vision into actionable plans.

• Advanced stakeholder management and influencing skills, including senior leadership engagement.

• Analytical and reporting skills to track knowledge usage, identify gaps, and optimise performance.

• Expertise in knowledge architecture, including structuring content for omnichannel delivery.

• Project management skills, with ability to lead initiatives from concept to execution.

• Strong understanding of emerging technologies in knowledge management (AI, machine learning, gamification).

• Excellent communication and presentation skills to advocate for knowledge initiatives across the organisation.

• Ability to drive innovation and continuously improve knowledge ecosystems.

Research shows that some underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don't tick all the boxes.
? Our Hiring Process: * Talent Screen - 20 minutes Teams call

• Hiring Manager competency-based Interview
• Final stage interview and presentation with Customer Operations Director and Key Stakeholder

APPLICATIONS CLOSE ON 31st December 2025
?What's in it for you?
Smart Working Charters

• Hybrid working - Each team has its own Smart Working Charter. Ask your talent partner for more details.

Growth & Development

• Personalised learning & development budgets - to support your growth journey, L&D buddies to guide you along the way.
• Educational Sponsorships - like Code First Girls.
• Internal learning platform - with thousands of valuable resources.

Pay & Reward

• Up to 10% performance bonus - based on company and personal performance.
• Annual Salary Reviews - to ensure we remain competitive in the market.
• Commitment to being a

.
Time Off That Matters

• Your birthday off - it only comes once a year, so enjoy it!
• 3 So Giving Days - spend time supporting a cause you care about.
• Enhanced family leave - supporting you through every life chapter.

Health & Wellbeing

• Unmind - Access to personalised coaching or therapy to support your mental wellbeing.
• Physical Support - Free eye tests, flu vaccinations.
• Access to Perkbox - Additional wellbeing & savings benefits.

• Menopause Policy - To ensure all employees are being taken care off.

Belonging & Recognition

• Affinity Groups - join one of our employee groups to foster meaningful connections.
• Bi-annual Value Awards - because your hard work deserves recognition.
• Monthly events - to find balance and bring our team together.
• Charitable Fundraising - to give back to our communities.

? Diversity, Equity, Inclusion & Belonging
As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. At So Energy, we're committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging. We are a global community, and we believe our unique qualities should be celebrated as they are critical to our innovation. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn't just an initiative at So Energy. We strive to embed it throughout our entire culture.

Skills Required