Content & L&D Senior Specialist

Nawy

"We're looking for a multifaceted Knowledge & Development Senior Specialist to be the architect of our internal knowledge hub and the driver of our team's professional growth. You'll bridge the gap between information and performance, ensuring our Customer Experience teams are equipped with the tools and knowledge to deliver exceptional customer journeys."

• Content Strategy & Creation: Develop, edit, and manage a centralized knowledge hub, ensuring all content aligns with Nawy's brand voice and supports a seamless customer experience.
• Cross-Functional Collaboration: Partner with product, marketing, and other teams to maintain a single source of truth for policies and ensure accurate, consistent customer-facing content.
• Data-Driven Content: Analyze customer feedback and data to optimize content, identify knowledge gaps, and enhance the overall customer experience.
• Stakeholder Communication: Deliver regular, impactful communication updates to support teams and stakeholders.
• Policy Development & Alignment: Collaborate with stakeholders to create, update, and implement clear and effective policies.
• Knowledge Hub Management: Partner with the quality team, SMEs, and team leads to address operational knowledge base gaps.
• Internal Feedback Analysis: Review and validate internal feedback form submissions to drive continuous improvement.
• Content Audits: Conduct regular content audits to ensure accuracy, relevance, and consistency.
• Content Performance Tracking: Establish and track key content performance metrics to measure effectiveness and identify areas for improvement.
• Comprehensive Learning Programs: Design e-learning courses, career development plans, workshops, and other learning initiatives tailored to the needs of all Customer Experience teams.
• Onboarding Excellence: Design and execute a comprehensive onboarding plan for new team members, including training sessions, shadowing, and nesting.