Knowledge Management Specialist, RCMP Group Level

WHO YOU ARE

We are looking for a Remote Customer Knowledge Specialist at Group level, for the Market support function, in the Remote Experience Design team. We are looking for someone who is passionate about customers and Knowledge Management with great writing skills and strong knowledge of stakeholder management within a complex business environment. You are also inspired by co-creation and openness for development and change

Experiences and skills: You are a curious person with strong communication- and linguistic skills, verbal and written, as well as strong interpersonal skills with the ability to build trustful relationships. Additionally, you are able to work with others in a team (especially with digital product teams and local teams of different countries), being open to exchange of knowledge and insights and to engage others and deliver learning in an inspiring way. We look for someone with creative skills with structured thinking, passionate about delivering the best experience to our customers.

You have formal qualifications in Communication, social sciences, UX or equivalent and minimum 2-3 years of experience as a Content-writer, Content Strategist, Knowledge Management Specialist, communication specialist or similar. Desired: Sharp analytical skills, thinking strategically and creatively, and looking at the details within a wider context. Lastly, you are fluent in English.

YOUR RESPONSIBILITIES

Main responsibilities:

• Define and execute the plan for the creation, delivery, and governance of useful, usable knowledge content to support co-workers and customer, at a global and local level, securing that all needed knowledge is available, complete, accurate, easy to reach and understood.

• Review current content and/or processes to identify opportunities for refinement and consistency, establish what will best serve business goals and to optimize for inclusiveness, accessibility, and localization.

• Create knowledge assets, content templates, editorial style guides, measurement plans, and other documentation to help global and local teams to develop and maintain the knowledge base.

• Identify opportunities and low-performing areas and influence their prioritization with global and local teams analyzing both qualitative and quantitative data and use it to make sound, data-driven content decisions.

• Collaborate with the other areas of the Experience Design team to create extraordinary customer experience (aligned with the RCMP goals), driving the design of future remote customer support for coworkers to support the best customer experience for our customers all over the world.

• Transfer knowledge to countries with digital tools, ensuring and increasing understanding among customers and co-worker.