Product Manager (Knowledge & AI Quality) - 6 months - Windsor - £400/day - Inside IR35

We are seeking an experienced and hands-on Product Manager specialising in Knowledge Management and AI Quality to join a global technology services organisation on a 6-month hybrid contract based in Windsor (1 day per week on-site). The successful candidate will own and optimise customer-facing knowledge content and AI quality performance, ensuring accurate, compliant, and continuously improving AI-driven customer interactions. This is an execution-focused role for a doer rather than a strategist, requiring someone who can roll up their sleeves and drive tangible improvements across AI-driven digital journeys.

Key Responsibilities:

• Own and manage customer-facing knowledge articles across websites, AI/LLM integrations, and digital self-serve journeys, ensuring content is accurate, up to date, and aligned with business and regulatory changes
• Work with operations teams to update and maintain knowledge articles, drive accountability for content ownership, and ensure timely updates when business rules or legislation change
• Monitor AI system outputs to ensure accuracy and alignment with defined rules and the knowledge base, performing manual quality checks alongside automated checks
• Identify failure points in AI responses and digital journeys, collaborating with prompt engineers to refine prompts, improve output quality, and enhance user responses
• Analyse customer feedback and satisfaction metrics to identify low-performing journeys and feed insights back into AI and content optimisation cycles
• Drive ongoing optimisation and refinement of AI-driven customer interactions post-build

What You Will Ideally Bring:

• 8-10+ years of experience in digital adoption, knowledge management, customer experience, or AI-enabled platforms
• Hands-on experience managing customer-facing content, self-service journeys, and knowledge governance processes
• Strong understanding of AI/LLM-based systems, chatbot optimisation, and AI response quality assurance
• Proven experience collaborating cross-functionally with Product, Operations, Engineering, CX, and AI teams
• Expertise in performance monitoring, KPI tracking, customer feedback analysis, and continuous improvement initiatives
• Experience driving digital transformation and optimisation of AI-driven user journeys
• Excellent client-facing and communication skills

Contract Details:

• Duration: 6 months
• Rate: £400/day - Inside IR35
• Location: Windsor (Hybrid - 1 day per week on-site)