Job Description

About The Role

Team -

Knowledge - Service Support

Working Pattern -

Hybrid - 2 days per week in the Vitality Stockport or Bournemouth Office. Full time, 35 hours per week.

2 Roles- 1 permanent, 1 FTC/ secondment

We are happy to discuss flexible working!

Top 3 skills needed for this role:

Collaboration champion with stakeholders Creative content visionary Data storyteller

What this role is all about:

Imagine being at the heart of a business where your work shapes how knowledge flows and empowers people every day. In this role, you'll collaborate with stakeholders across the organisation to craft, refine, and elevate content that isn't just accurate--it's impactful, accessible, and designed to deliver real value. You'll harness the power of data insights, AI, and business intelligence to anticipate needs, close knowledge gaps, and drive continuous improvement. Every decision you make will enhance operational efficiency and transform the customer experience. If you're passionate about turning information into innovation, this is your chance to make a measurable difference.

Key Actions

Create and manage knowledge content by developing and maintaining clear, concise, and user-focused material for both employees and customers. Maintain content accuracy and relevance through a structured review process that ensures everything remains up to date, accurate, and aligned with business needs. Maximise the use of tools and platforms by leveraging knowledge systems and supporting technologies such as AI to improve content creation, management, and delivery. Generate insights and spot trends by analysing data to identify knowledge patterns and assess the impact of knowledge on business performance. Optimise content using data by continuously improving knowledge based on insights and analytics. Influence through insight by presenting clear, evidence-based recommendations that support optimisation decision-making. Lead optimisation projects by coordinating and delivering content improvement initiatives, ensuring stakeholder alignment, timely execution, and measurable outcomes. Collaborate across functions by working with colleagues across the business to develop content, identify opportunities, and deliver knowledge optimisation. Identify and address performance gaps by partnering with divisional colleagues to uncover root causes, behaviours, and knowledge or skill gaps impacting business performance. Promote knowledge sharing by encouraging a culture of collaboration and continuous learning, driving engagement with knowledge content.

What do you need to thrive?

Ability to create clear, concise, and user-friendly content tailored to different audiences and channels Understanding of how users interact with content and how to structure information for clarity, accessibility, and ease of use Proficient in using content management platforms and knowledge bases to create, organise, and publish content efficiently Skilled in using data to assess content performance, identify trends, and inform optimisation strategies Strong communication skills to present insights, influence decisions, and collaborate effectively across teams Capable of leading and managing content improvement initiatives, ensuring timely delivery and measurable outcomes Proactive in identifying opportunities to enhance content quality, processes, and tools Experience working cross-functionally with product, service, compliance, and technology teams Understanding of knowledge sharing frameworks, classifications, and strategies to build a culture of learning and engagement Ability to use AI to generate and optimise content, bringing innovation to knowledge creation and delivery Expertise in knowledge operations within a contact centre environment, applying best practices to improve efficiency and customer experience Experience in developing and managing customer-facing support content and digital journeys to enhance user engagement and satisfaction

So, what's in it for you?

Bonus Schemes - A bonus that regularly rewards you for your performance A pension of up to 12%- We will match your contributions up to 6% of your salary Our award-winning Vitality health insurance - With its own set of rewards and benefits Life Assurance - Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page.

Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successful in your application and join us at Vitality, this is our promise to you, w

e will:

Help you to be the healthiest you've ever been. Create an environment that embraces you as you are and enables you to be your best self. Give you flexibility on how, where and when you work. Help you advance your career by playing you to your strengths. Give you a voice to help our business grow and make Vitality a great place to be. Give you the space to try, fail and learn. Provide a healthy balance of challenge and support. Recognise and reward you with a competitive salary and amazing benefits. Be there for you when you need us. Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

About Us

We're really excited to announce that we have recently been awarded

"Top 10 Best Places To Work"

in The Sunday Times Awards 2024!



Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.



We've been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives - they benefit, our business benefits, and society benefits. We're successful because we attract, develop, and retain the best people - and because we care.



Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.

Ready to find out if we're the right fit for you? We can't wait.

Diversity & Inclusion

At Vitality, we're committed to diversity and inclusion because it's good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.

Vitality's approach to sustainability

Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LI-Hybrid

If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.