Knowledge Base & Content Lead

Etihad Airways; Abu Dhabi; Presencial; AED 180.000 - 240.000; Jornada completa

Descripción de la vacante

Etihad Airways, based in Abu Dhabi, seeks a Knowledge Base & Content Officer to lead governance, development, and continuous improvement of Guest Services knowledge management across internal teams and service providers.

The role focuses on knowledge governance, content strategy, performance analytics, and delivering knowledge updates, ensuring operational readiness and consistent guest experiences across the network.

Formación

• Bachelor's degree (preferred) in a related discipline such as Business Administration, Communications, Knowledge Management, Customer Experience, Aviation Management.
• 4 years' experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support, or Customer Service.
• Experience managing cross-functional stakeholders and outsourced service providers.
• Proven experience in knowledge governance, operational communications, and content management.
• Experience analysing performance data, quality findings, assessments, and operational trends to drive improvements.
• Proficiency in knowledge management platforms, reporting tools, and Microsoft 365 applications.
• Aviation, contact centre, hospitality, or service industry experience preferred.

Responsabilidades

• Lead governance, development, and continuous improvement of Guest Services knowledge management practices.
• Act as focal point for knowledge governance, content strategy, and performance analytics.
• Manage the Guest Services Knowledge Base ensuring content is accurate, current, and compliant.
• Coordinate with stakeholders and service providers to implement knowledge updates.
• Develop and maintain knowledge articles, communications, and learning content.
• Coordinate content reviews to ensure information remains relevant and approved.
• Support readiness for new products, services, or system changes with effective guidance materials.
• Produce and analyse knowledge performance reports and adoption metrics.

Conocimientos

Knowledge management

Content management

Quality

Learning & development

Operations support

Customer service

Stakeholder management

Data analysis

Microsoft 365

Educación

Bachelor's degree in Business Administration, Communications, Knowledge Management, Customer Experience, Aviation Management

Herramientas

Knowledge management platforms

Reporting tools

Microsoft 365

Descripción del empleo

Etihad Airways, based in Abu Dhabi, seeks a Knowledge Base & Content Officer to lead governance, development, and continuous improvement of Guest Services knowledge management across internal teams and service providers.

The role focuses on knowledge governance, content strategy, performance analytics, and delivering knowledge updates, ensuring operational readiness and consistent guest experiences across the network.