Knowledge Management Specialist (6 months)

Haleon plc.; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Haleon plc. in Greater London invites a Knowledge Management Specialist to shape and maintain knowledge resources for consumer relations agents and consumer communications. You will embed Haleon’s tone of voice and quality standards across materials and support change management with global teams.

You will also engage with digital innovation projects, including AI-powered knowledge solutions, self-service content, and governance of content for optimal searchability and user experience.

Qualifications

• Excellent organizational skills.
• Professional written and verbal communication skills, with clear language.
• Strong quantitative and qualitative analytical abilities with attention to detail.
• Structured, methodical work methods and problem-solving mindset.
• Proficient in common device usage (computer, smartphone, software).
• MS Office Suite (Excel, PowerPoint, Word, Teams) experience.

Responsibilities

• Analyse knowledge gaps and customer contact drivers to reduce effort and avoidable contacts.
• Create, edit, and maintain Help Center articles, FAQs, troubleshooting guides, and knowledge content with cross-functional approval.
• Translate complex information into clear, consumer-friendly content and uphold content standards and governance.
• Apply best practices for content structure, metadata, SEO and AI-enabled experiences.
• Support Haleon's AI program by structuring knowledge assets for AI tools and exploring AI-enabled content creation.

Job description

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.

Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.

Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

About the Role

• As a Knowledge Management Specialist within Haleon Global Consumer Relations (GCR), you will be responsible for creating and maintaining knowledge resources and content for consumer relations agents, including contact handling policies and consumer-facing communications. You will work closely with our Knowledge Manager to set measurable quality standards for knowledge content, drive efficiency in knowledge creation and adoption, and embed Haleon’s tone of voice in all consumer communications. You will partner with our global teams, including brand teams, medical, regulatory and legal, to support change management, solve agent and consumer pain points and drive knowledge management best practice across the company
• In addition to work on agent and consumer-facing content, the Knowledge Management Specialist will be supported to develop a deep understanding of Haleon’s consumer communication channels, and to participate in digital innovation projects including development of consumer self-service technology, machine learning and implementation of generative AI solutions to support consumer communications
• Global Consumer Relations (GCR) is an innovative, and human-centered team that proudly supports Haleon consumers with their everyday health needs. We are ambitious about exceeding consumer expectations during one-to-one conversations, striving to build deep human understanding in every interaction. Our mission is to ensure no consumer’s story is left unheard. We take accountability to deliver results, we deeply understand our consumers and we care and include.

Key Responsibilities

Act as knowledge SME supporting digital innovation, including development of consumer self-service technology and implementation of generative AI-assisted knowledge solutions:

• Analyse consumer contact drivers, search behaviour, and knowledge gaps to identify opportunities to reduce consumer effort and eliminate avoidable contacts.
• Create, edit, and maintain Help Center articles, FAQs, troubleshooting guides, and knowledge content. Manage content review and approval processes with Medical, Regulatory, Legal, Quality, and other relevant teams.
• Translate complex information into clear, accurate, and consumer-friendly content. Establish and maintain content standards, style guidelines, and governance processes.
• Apply best practices for content structure, metadata, discoverability, user experience, and optimization for search engines (SEO) and AI-powered experiences.
• Support Haleon's AI programme by helping create, structure, and maintain knowledge assets used by AI tools. Identify opportunities to leverage AI tools for content creation, maintenance, and optimisation.

Qualifications and Skills

Essential

Technical & practical

• Excellent organizational skills.
• Professional written and verbal communication skills – particular attention to simple use of language and absence of errors.
• Strong quantitative and qualitative analytical skills paired with hands-on attitude, excellent attention to detail, and good business judgment.
• Structured, methodical work methods and analytical skills, with passion for researching and solving problems.
• Proficient in common device usage (including computer, smartphone, software & application usage).
• General MS Office Suite (Excel, Powerpoint, Word, Teams) experience.

Emotional

• Energy and enthusiasm for customer/consumer experience.
• Ability to handle fast-paced environment subject to significant change: flexible and able to work on own initiative (including presenting ideas for stakeholder evaluation and buy-in).
• Excellent team player.
• Comfortable in ambiguous and high-judgement situations.

Preferred

• Previous experience in a call center, translation or multilingual role.
• Experience in copy writing or knowledge management.
• An interest in driving operational effectiveness (Ideally Lean-Six Sigma).
• Ability to work under pressure.

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Job Posting End Date

2026-10-05

Equal Opportunities

Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. It’s important to us that Haleon is a place where all our employees feel they truly belong.

Adjustment or Accommodations Request

If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting. We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence.

Note to candidates

The Haleon recruitment team will contact you using a Haleon email account (@haleon.com). If you are not sure whether the email you received is from Haleon, please get in touch.