Knowledge & Content Steward for Guest Services

Etihad food group; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Etihad Airways seeks a Knowledge Base & Content Officer to lead governance, development, and continuous improvement of guest services knowledge management, ensuring information, procedures, products and policies are accurately documented and effectively communicated across internal teams and service providers.

You will own knowledge governance, content strategy, and performance analytics, leveraging data-driven insights to identify knowledge gaps, drive operational consistency, and support a

Qualifications

• Bachelor’s degree in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management, or related discipline.
• 4 years' of experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support, or Customer Service environments.
• 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.

Responsibilities

• Lead the governance, development, and continuous improvement of Guest Services knowledge management practices, ensuring operational information, procedures, products, and policies are effectively communicated and adopted across internal teams and service providers.
• Act as the focal point for knowledge governance, stakeholder engagement, content strategy, and performance analytics, leveraging data-driven insights to identify knowledge gaps, improve capability, drive operational consistency, and support the delivery of a seamless guest experience.
• Manage the Guest Services Knowledge Base, ensuring content is accurate, current, compliant, and aligned with business requirements.
• Partner with internal stakeholders and service providers to assess the impact of process, product, system, and policy changes, ensuring timely communication and implementation of knowledge updates.
• Develop and maintain knowledge articles, operational communications, quick reference guides, and learning content to support operational readiness and service consistency.
• Coordinate content reviews and governance activities to ensure information remains relevant, approved, and aligned to operational standards.
• Support operational readiness for new products, services, system enhancements, and process changes by ensuring knowledge, communications, and guidance materials are delivered effectively across all impacted teams.
• Monitor Knowledge Base usage, search trends, assessment results, quality findings, and operational feedback to identify knowledge gaps and improvement opportunities.
• Partner with Operations, Quality, and Learning & Development to identify knowledge and capability gaps, supporting targeted training, awareness campaigns, and learning interventions.
• Produce and analyse knowledge performance reports, adoption metrics, assessment outcomes, and content effectiveness, providing actionable insights and recommendations to improve operational performance and knowledge governance.

Skills

Knowledge Management

Content Management

Quality

Learning & Development

Operations Support

Customer Service

Stakeholder Management

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft 365

Knowledge Management Platforms

Reporting Tools

Job description

Etihad Airways seeks a Knowledge Base & Content Officer to lead governance, development, and continuous improvement of guest services knowledge management, ensuring information, procedures, products and policies are accurately documented and effectively communicated across internal teams and service providers.

You will own knowledge governance, content strategy, and performance analytics, leveraging data-driven insights to identify knowledge gaps, drive operational consistency, and support a