Knowledge Experience Lead – AI & Self-Service

Haleon; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Haleon is seeking a Knowledge Management Specialist within Global Consumer Relations to create and maintain knowledge resources for agent and consumer communications. You will collaborate with global teams, set quality standards, and embed Haleon’s tone of voice across content.

You will work on content, digital innovation projects, and AI initiatives to improve self-service options and knowledge adoption across consumer channels.

Qualifications

• Excellent organizational skills.
• Professional written and verbal communication – clear language.
• Strong quantitative and qualitative analytical skills with attention to detail.
• Structured, methodical work methods and problem solving.
• Proficient in common device usage (computer, phone, software).
• General MS Office Suite (Excel, PowerPoint, Word, Teams) experience.
• Ability to handle fast-paced environment with initiative.
• Excellent team player and able to work in ambiguous, high-judgement situations.

Responsibilities

• Act as knowledge SME supporting digital innovation, including AI-driven knowledge solutions and consumer self-service projects.
• Create, edit, and maintain Help Center articles, FAQs, troubleshooting guides, and knowledge content.
• Manage content review and approval with Medical, Regulatory, Legal, Quality, and other teams.
• Translate complex information into clear, accurate, consumer-friendly content.
• Establish and maintain content standards, style guidelines, and governance processes.
• Apply SEO and AI-enabled content optimization best practices.
• Support Haleon's AI programme by structuring and maintaining knowledge assets.
• Identify opportunities to leverage AI tools for content creation and maintenance.

Skills

Organizational skills

Written & verbal communication

Analytical skills

Problem solving

MS Office Suite

Team player

Adaptability

Customer experience

Tools

MS Office Suite

Job description

Haleon is seeking a Knowledge Management Specialist within Global Consumer Relations to create and maintain knowledge resources for agent and consumer communications. You will collaborate with global teams, set quality standards, and embed Haleon’s tone of voice across content.

You will work on content, digital innovation projects, and AI initiatives to improve self-service options and knowledge adoption across consumer channels.