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Knowledge & Process Executive

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British Airways

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Location:
United Kingdom , Newcastle or Manchester

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Designs and maintains the Customer Care knowledge bases and process library. Ensures content is accurate, accessible, and structured to deliver exceptional customer experiences through agent support and AI-enabled ‘next best action’ tool.

Job Responsibility:

  • Designs and maintains the Customer Care knowledge bases and process library
  • Ensures content is accurate, accessible, and structured to deliver exceptional customer experiences through agent support and AI-enabled ‘next best action’ tool
  • Publish clear, concise, and accurate knowledge articles for use by contact centre agents and AI platforms
  • Develop and maintain end-to-end process flows and ‘decision trees’ to support AI decision-making and agent guidance tools
  • Uses Contact Centre insight tools to continually improve knowledge articles and process efficiencies, ensuring documentation remains current
  • Collaborate with SMEs, operational teams, and compliance to validate, test and refine content for digital and automated channels
  • Analyse content performance data, agent feedback, and AI analytics to identify gaps and enhance knowledge efficiency
  • Support training teams by ensuring knowledge articles are aligned with learning materials
  • Closing the feedback loop and work with stakeholders to upkeep policy documentation
  • Support the implementation of new initiatives and changes to customer policy are properly formed, delivered, and embedded into our Contact Centre processes, ensuring the resulting policy is clearly understood by both customers and colleagues
  • Contributor on Knowledge and Process on projects to ensure BA is compliant and to support colleagues in the operation
  • Using AI- driven data and analytics to identify improvement opportunities, measure impact and inform decision making
  • Support automation and AI initiates by ensuring processes are well defined and suitable for digital enablement
  • Builds and maintains face-to-face relationships with advisors/Team leaders in order to improve knowledge for the whole airline

Requirements:

  • Proficient at using AI- driven data and analytics to identify improvement opportunities, measure impact and inform decision making
  • Ability to significantly improve and simplify processes
  • Ability to analyse and interrogate data to provide informed customer centric actions and outcomes
  • Resourceful in finding solutions
  • Skilled in writing/documenting clear, concise, and structured knowledge articles/process maps
  • Skilled in building and nurturing strong cross-functional relationships to foster collaboration and shared understanding
  • Proactively connects teams and insights across the airline
  • Technical expertise in customer contact deflection & containment
  • Experience with knowledge management systems (e.g., SharePoint, Salesforce Knowledge, Zendesk Guide)
  • Process mapping and improvement skills e.g DPA
  • Strong experience with AI and automation concepts
  • Innovative thinking and creative problem solving
  • Experience in delivering continuous improvement
  • Track record of delivering effective containment and deflection

Additional Information:

Job Posted:
February 16, 2026

Expiration:
February 27, 2026

Employment Type:
Fulltime
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