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Knowledge Analyst

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We are excited to be advertising for the brand new role of Customer Care Knowledge Analsyt to support Shop Directs customer service strategy, enabling us to fully realise our ambitions as becoming a world class digital retailer

The knowledge anaysts will define and implement improvements to the knowledge management tool providing demonstrable value to colleagues and customers across the UK and overseas.

About us.

We're Shop Direct, proud home of, and 3,500 super-talented people. We're on a mission to transform retail. We want to provide the best shopping experiences for our 4 million customers by bringing together over 1,800 brands they love and flexible ways for them to spread the cost using credit. It’s what makes us tick; it’s what makes us the largest integrated digital and fintech retailer in the UK, and a very exciting place to work.

About the role

It’s a great time to join Shop Direct; our customers have never been closer to us having recently unveiled our customer closeness centre which sits at the front of Head Office and has allowed us to get to know our customers better than ever, alongside this we have been one of the first companies to offer multi-channel and are using insight in more ways than we ever have before.

Our new Knowledge Analysts will be responsible for defining and creating the content that reflects the wider business strategy and leading in the realisation in building these goals.

This role is critical; as we invest across the business Customer Service is a huge focus and this role needs someone who enjoys analysing data and creating content following this. The person will work with an incredibly diverse range of people and stakeholders, both internally and externally. For sure, it’s a fast paced, super demanding and is an everyday busy role for someone who thrives with this work, but you truly can make a change with the investment and insight that the business will provide.


  • Supporting the Knowledge manager in leading the Customer Care and knowledge strategy, including the design and delivery for the full end to end Lifecyle across:
    • Knowledge environment
    • Knowledge Framework
    • Knowledge Interventions
    • Knowledge Improvement Ideas
  • Create and publish content in line with strategic plans, including periodic reviews
  • Measure and analyse the effectiveness of the knowledge management tool to inform improvement ideas
  • Ensure knowledge content is relevant, maintained & aligned to brand and consistently written through effective administrations
  • Define and implement improvements to the knowledge environment & framework
  • Ensure the knowledge eco-system supports a Customer Centric approach, defining measurable impacts
  • Analyse knowledge & competence levels and define knowledge interventions
  • Act as an ambassador for knowledge management across the business
  • Conduct external research and benchmarking to ensure that Shop Direct knowledge management is considered best in class

About you

We love what we do, and we know when we have great working relationships, we’re unbeatable. Passion and pride in your work and a natural desire to connect, collaborate and be a team player is a must. You will be confident in communicating messages to all levels, using your presentation skills to influence and explain key messages.

We’re looking for someone who is naturally proactive, will spot where and how to make things better and be able to write this in an informative and engaging manner. Similar experience in copy writing or working in the Knowledge space would be advantageous.

To be effective in your role you’ll need to have proven experience in a similar analytical role, in order to use data and research to support the wider knowledge strategy.

The content you create will become the framework across our contact centres and so being able to document processes that capture key information in an engaging and customer focused manner is key.

As you will support knowledge across our contact centres experience in this area would be valuable.

What will you get in return? Brilliant experience, the opportunity to play an important part in Shop Directs ambitious journey and a rewarding, purposeful role which can make such a positive impact for Shop Direct and the future... And you’ll have a giggle too.

How to apply.

This is a fantastic opportunity for someone who is passionate and looking for their next career move. If you're interested to find out more please contact Hayley Denson in the talent acquisition team at Shop Direct or apply online.

Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.

If you’re a current employee of Shop Direct, please apply via Talent Online as an internal applicant.

We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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