Customer Journey Manager

**Customer Journey Manager** (Contract)

Duration: 6 Months (Possibility for extension)

Location: Manchester/Leeds/Bristol/Birmingham/Hybrid (2 days per week in any of these sites)

Rate: A highly competitive Umbrella Day Rate is available for suitable candidates

Role Purpose

Identify, onboard, and optimise enterprise knowledge sources that support AI-powered customer and colleague experiences.

Ensure knowledge assets are discoverable, trusted, well-structured, and aligned to business needs.

Drive evaluation activities to improve knowledge quality, AI performance, user outcomes, and adoption across the organisation.

Key Responsibilities:

• Identify, assess, and onboard new enterprise knowledge sources, ensuring alignment with business priorities and AI use cases.
• Define and maintain knowledge governance standards, metadata requirements, taxonomies and information architecture frameworks.
• Work with business stakeholders to capture requirements for knowledge discovery, retrieval and AI-enabled experiences.
• Develop and implement enterprise taxonomy and classification models to improve knowledge organisation, searchability and accessibility.
• Perform knowledge source analysis and data discovery activities to identify content gaps, duplication, quality issues and improvement opportunities.
• Establish processes for knowledge ownership, governance, lifecycle management and compliance.
• Define and execute evaluation frameworks to assess knowledge relevance, accuracy, completeness and effectiveness.
• Lead AI evaluation and User Acceptance Testing (UAT) activities to assess response quality, user satisfaction and business value.
• Partner with AI Engineers, Product Owners, Data Teams and Subject Matter Experts to optimise knowledge content and retrieval performance.
• Facilitate workshops and stakeholder engagement sessions to gather requirements, validate solutions and drive adoption.
• Produce reporting and insights on knowledge quality, AI performance, user feedback and continuous improvement opportunities.
• Support change management activities, including communications, training and adoption planning across business functions.
• Ensure knowledge assets meet regulatory, risk, governance and data management requirements.
• Contribute to standards, operating models and best practices for enterprise knowledge management and AI-enabled services.

Skills & Experience:

• Enterprise Knowledge Management Platforms
• AI and Generative AI Solutions
• Enterprise Search and Knowledge Retrieval Technologies
• Data Governance and Information Management
• Business Analysis and Requirements Engineering
• Information Architecture and Enterprise Taxonomy Design
• User Acceptance Testing and Evaluation Frameworks
• Knowledge Quality Management
• Change Management and Stakeholder Engagement
• Business Analysis
• Knowledge Management
• Data Discovery
• Requirements Engineering
• Information Architecture
• Enterprise Taxonomy Design
• Stakeholder Management
• Data Quality Assessment
• AI Evaluation & User Acceptance Testing

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.