CX Content Specialist at Centrica in Dublin

Job description

• Join us, be part of more.
• We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.
• 🔍 The Job (role introduction)
• The CX Content Specialist is responsible for creating, curating, updating and maintaining high-quality, customer-facing and agent facing content across all digital platforms. Reporting to the CX Strategy Manager, this role ensures that knowledge articles, FAQs, chatbot content inputs, and support materials are accurate, accessible, and optimised for self-service. Working closely with the BOT Product Owner, Customer Service teams, and Digital Experience colleagues, the Knowledge and content Specialist plays a key role in enhancing the digital customer journey, improving containment, and reducing effort through intelligent content delivery.

Responsibilities

• Develop, edit, and maintain knowledge base articles, help centre content, chatbot inputs, and related digital support materials.
• Work collaboratively with subject matter experts to gather accurate, up-to-date information that supports self-service.
• Continuously audit and review digital content to identify gaps, reduce redundancy, and ensure alignment with business processes.
• Collaborate with the BOT Product Owner to ensure chatbot content complements and aligns with knowledge assets.
• Support the management and application of a digital taxonomy, metadata, and tagging framework to optimise content findability.
• Track and analyse content performance using digital analytics tools, identifying opportunities for improvement in adoption, containment, or satisfaction.
• Ensure all knowledge assets meet accessibility, brand, legal, and compliance standards.
• Assist in the rollout of new content updates related to product or service changes, campaigns, or operational needs.
• Assist in the build and rollout of new and updated commercial product and service offerings and the supporting content across digital channels.
• Contribute to the continuous improvement of digital customer journeys through identifying and removing points of friction and creating test variants, targeting funnel progression and conversion optimisation.
• Work with the Digital CX team to create a backlog of continuous improvement initiatives, based on customer insights and feedback, heuristic analysis and analytic data.
• Apply best practices in content governance, readability, tone of voice, and UX writing to ensure clarity, consistency and alignment with customer intent.
• Work with SEO and Content Manager to optimize findability and relevance based on customer search and visibility for LLMs.

Requirements

• Extensive experience in knowledge/content management, digital writing, or support documentation.
• Familiarity with tools such as Zendesk Guide, Salesforce Knowledge, Kontent AI, Freshdesk, or other CMS platforms.
• Experience with digital analytics tools such as Google Analytics, Content Square or Power BI is a plus.
• Working knowledge of accessibility (WCAG), plain language standards, and GDPR compliance.
• Strong writing and editing skills
• Understanding of taxonomy and metadata
• Ability to simplify complex information
• Experience using AI tools to improve content quality, efficiency, and customer self-service outcomes.

Skills

Required

• Knowledge/content management
• Digital writing
• Support documentation
• Zendesk Guide
• Salesforce Knowledge
• Kontent AI
• Freshdesk
• CMS platforms
• Accessibility (WCAG)
• Plain language standards
• GDPR compliance
• Strong writing and editing

Preferred

• Google Analytics
• Content Square
• Power BI

Benefits

• We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.
• https://www.morethanacareer.energy/bordgais
• If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
• Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.