Knowledge Management Specialist (6 months)

gsknch; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Haleon is seeking a Knowledge Management Specialist within Global Consumer Relations to create and maintain knowledge resources for consumer relations agents and to set quality standards for content. You will collaborate with brand teams, medical, regulatory and legal to support change management and drive knowledge content adoption in a fast-paced environment.

You will participate in digital innovation projects including consumer self-service technology and generative AI solutions to enhance

Qualifications

• Excellent organizational skills and attention to detail.
• Professional written and verbal communication, with clear language.
• Strong analytical skills and good business judgment.
• Experience with MS Office (Excel, PowerPoint, Word, Teams).

Responsibilities

• Act as knowledge SME supporting digital innovation and AI-assisted knowledge solutions.
• Analyse consumer contact drivers and knowledge gaps to reduce effort.
• Create, edit, and maintain Help Center articles, FAQs, troubleshooting guides, and knowledge content; manage content review with Medical, Regulatory, Legal, Quality teams.
• Translate complex information into clear consumer content and maintain content standards and governance.
• Apply best practices for content structure, metadata, discoverability, UX, and SEO/AI optimisation.
• Support Haleon's AI programme by structuring knowledge assets for AI tools.

Skills

Organizational skills

Written and verbal communication

Analytical skills

Attention to detail

Problem solving

Tools

MS Office Suite

Excel

PowerPoint

Word

Teams

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 pu