VodafoneThree - AI Knowledge and Content Manager

Job Description

Location: London OR Newbury OR Stoke-on-Trent + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday



Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be a part of our Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

What you’ll do

The Knowledge and Content Manager will lead the strategy, governance, and performance of content across AI-driven platforms for Vodafone and Three. This role ensures structured, accurate, and high-performing content pipelines, driving self-service adoption and supporting conversational AI experiences in the evolving Agentic AI landscape. The role demands a forward-thinking leader who can define the future knowledge landscape, procure and implement advanced tooling, and integrate cutting-edge AI concepts such as Retrieval-Augmented Generation (RAG), multimodal AI, and Graph RAG. This individual will champion knowledge management practices in the context of AI, ensuring data quality, automation, and scalability while fostering innovation and continuous learning in a rapidly evolving industry.

• Define and implement robust knowledge and content governance frameworks ensuring accuracy, compliance, and scalability across AI systems and LLMs.
• Establish and maintain data quality frameworks, leveraging automation to ensure consistency and reliability.
• Develop strategies for knowledge management in AI contexts, including RAG models, multimodal AI, and Graph RAG implementations.
• Integrate CRM-based knowledge into AI-driven workflows to enhance personalization and customer experience.
• Define the future state of knowledge management and procure necessary tools and platforms to support evolving AI capabilities.
• Evaluate emerging technologies and ensure alignment with organizational goals and compliance standards.
• Lead strategy for content ingestion and pipeline management to enable scalable AI capabilities.
• Own Vodafone and Three Help sites, setting direction to increase self-service and optimize content usage for Sales and Service journeys.
• Manage data structures and reporting frameworks, delivering actionable insights on content performance.
• Lead and develop a team of specialists, fostering innovation, accountability, and cross-functional collaboration.
• Collaborate with UX and Content Chapters across both brands to align content strategy with customer experience goals.
• Represent Digital in cross-functional forums to advocate for content excellence and AI-driven knowledge strategies.
• Take ownership of personal development and learning in AI and knowledge management, staying ahead of industry trends.
• Drive continuous improvement in content lifecycle management, automation, and AI integration

Who you are

• Proven experience in content and knowledge management, governance, and AI-driven environments.
• Strong understanding of AI structures, LLMs, and advanced concepts such as RAG, multimodal AI, and Graph RAG.
• Experience building and automating data quality frameworks with evidence of strong analytical skills to measure impact and identify trends.
• Familiarity with CRM-based knowledge systems and their integration into AI workflows.
• Leadership experience managing specialists and influencing cross-functional teams.

Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

We believe that everyone has valuable contributions to make. As a Disability Confident Employer, we actively encourage individuals with disabilities to apply for positions within our team. Through the ‘Offer an Interview’ scheme, we aim to offer interviews to a fair and proportionate number of applicants with disabilities who best meet the essential criteria for our vacancies. If you would like to participate in the scheme, you will have the opportunity to indicate this on your application.

What we offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.



Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-us/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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