Hybrid Knowledge Architect: Make Knowledge Easy to Find

Checkout.com; Greater London; Hybrid; GBP 50,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Checkout.com is seeking a Knowledge Management Specialist to turn complex onboarding, fraud, disputes, and regulatory requirements into accessible knowledge assets for frontline and specialist teams. You will partner with Operations, Product, Compliance and Legal to reflect evolving guidance in clear documentation and workflows.

In this role, you’ll maintain taxonomy, track KM metrics and publish knowledge as product and risk changes come to life.

Qualifications

• Experience in knowledge management, content creation, learning and development or instructional design.
• Hands‑on experience with a knowledge platform (e.g. Confluence, Zendesk, Notion).
• Comfortable working with ambiguity and changing requirements, with experience working in a fast-paced, dynamic environment (high‑growth fintech a plus).
• Working knowledge of operations, including familiarity with operational processes, workflows and the day‑to‑day realities of the teams you’ll be supporting.
• Exceptional written and verbal communication skills, with an ability to simplify and accurately represent complex operational, risk, and regulatory processes.
• Detail‑oriented approach with excellent proofreading, editing, and content quality assurance skills.
• A proven track record of collaborating effectively with Subject Matter Experts and cross‑functional teams to gather high‑stakes information quickly.
• Strong organisational and time management skills, with the ability to manage competing content priorities across multiple workstreams.
• Working knowledge of KM metrics and reporting (content freshness, coverage, search success, deflection) and the ability to communicate progress clearly to stakeholders.

Responsibilities

• Translate onboarding, risk, disputes, and security processes into clear knowledge assets for frontline and specialist teams.
• Collaborate with Process Architects and Subject Matter Experts to capture, draft, and publish knowledge as new workflows go live.
• Act as the knowledge liaison between Operations, Product, Compliance, Legal, and Training teams.
• Track and analyse knowledge base performance and usage metrics to identify content gaps and opportunities for improvement.
• Maintain taxonomy and tagging standards to ensure content findability and effective AI/assistant integration.

Skills

Knowledge management

Content creation

Learning & development

Excellent writing

Stakeholder management

Regulatory understanding

Operational knowledge

Attention to detail

Cross-functional collaboration

Problem solving

Tools

Confluence

Zendesk

Notion

Job description

Checkout.com is seeking a Knowledge Management Specialist to turn complex onboarding, fraud, disputes, and regulatory requirements into accessible knowledge assets for frontline and specialist teams. You will partner with Operations, Product, Compliance and Legal to reflect evolving guidance in clear documentation and workflows.

In this role, you’ll maintain taxonomy, track KM metrics and publish knowledge as product and risk changes come to life.