Aircover Knowledge Strategist

TalentBurst, an Inc 5000 company; Montreal; Remote; CAD 60,000 - 80,000; Full time

Job summary

A prominent company is seeking a Knowledge Strategist to ensure clear and accessible knowledge for Aircover specialists in the claims and insurance domain. The role involves managing diverse content types and collaborating with various teams to maintain knowledge platforms effectively. Ideal candidates possess strong writing and editing skills, preferably with a background in journalism or communications.

Qualifications

• Experience in writing claims and/or insurance content is essential.
• Strong editing and proofreading skills required.
• Degree in related fields or equivalent experience necessary.

Responsibilities

• Manage and oversee content related to claims and insurance, ensuring clarity and alignment with Client’s standards.
• Collaborate with cross-functional teams to create and optimize knowledge solutions.
• Turn complex terms into accessible content for specialists and users.

Skills

Writing claims and insurance content

Editing

Proofreading

Process Improvement

Education

BA / BS in Journalism, Marketing, Communications, English

Job description

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Role :

Duration : 8+ months

Location : Remote

Description

• As a Knowledge Strategist supporting the Aircover team, you will be responsible for maintaining the knowledge platforms, communications, and information / process flows for our frontline Aircover specialists.
• You will work on projects related to claims and / or insurance, often involving multiple Knowledge Editors, to ensure the Aircover specialists have accurate and current information that's easy to find.
• You will work closely with Service Design and Innovation Managers, Platform Operations and Optimization Managers, Product Managers, Knowledge Strategists, and Training teams to collect requirements, define, document, and deliver agent-facing content.

Job responsibilities

• You are responsible for turning complex claims and / or insurance information into well-structured, easy-to-understand content across internal knowledge bases, aligning with Client’s tone and voice standards.
• Content types include internal solution articles, standard operating procedures, and Community Support standard responses.
• You will collaborate with Content Writers on the creation and maintenance of Help Center articles.
• You analyze data and feedback from front-line support staff, users, and cross-functional partners to identify knowledge gaps.
• Supported by leadership, you manage and oversee complex claims and insurance content and knowledge management tasks, leading initiatives to improve content accessibility and quality.
• You project manage and write for complex initiatives, often involving other content writers, ensuring delivery within timelines and standards.
• You help shape CKM's style and standards, keeping in mind Client’s tone and voice.
• You provide informal guidance or coaching to team members on ways of working.
• You partner with colleagues from Community Support teams such as Engineering, Product, Analytics, and Taxonomy to deliver creative knowledge solutions that enhance user and Aircover specialist experiences.

Skills

• Experience in writing claims and / or insurance content
• Excellent writing, editing, and proofreading skills
• Experience working with shared service organizations such as Training, QA, PMO, Change Management, Process Improvement, and Partner Management to drive performance

Education

• BA / BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience.

Job # : 25-33582

Seniority level

• Entry level

Employment type

• Contract

Job function

• Business Development and Sales
• Staffing and Recruiting

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