About The Role:
This role exists to develop, drive, and evolve the standards for knowledge management in the Global Operations and Centre of Excellence Team. Your mission is to ensure Navan colleagues have access to accurate and reliable knowledge at the exact moment they need it.
You will act as a Content Architect, utilising AI and design principles to ensure information is presented in a format that is intuitive, searchable, and easy to understand to support unparalleled efficiency.
GO&S Knowledge Management Specialists support the development of team members towards our service philosophy:
We provide industry-leading service to our customers for them to have an exceptional and seamless travel and expense experience, while achieving unparalleled efficiency levels.
What you’ll be doing:
- Knowledge Architecture: Ensure that all knowledge is formatted, tagged, and categorized appropriately using a structure that prioritizes rapid discovery and ease of use.
- AI-Enhanced Value: Proactively use available AI analytics to drive value, identify critical knowledge gaps, and implement data-backed strategies to increase user activity within the knowledge base.
- Creative Content Design: Utilize AI and modern design tools to create engaging, multimedia knowledge assets that improve information retention beyond traditional text-based articles.
- Expert Article Writing: Be proficient in writing knowledge articles that translate complex technical processes into user-friendly content, ensuring all assets meet the standards outlined in the KM standard operating procedure.
- Lifecycle Management: Set review dates for existing and new articles to ensure content remains accurate, and consolidate knowledge to avoid unnecessarily increasing the volume of articles.
- Stakeholder Alignment: Collaborate with internal teams and knowledge owners to implement new knowledge requests and ensure all content is signed off as accurate before publishing.
- Strategy & Insights: Support the Senior Manager in the design and delivery of the knowledge management strategy, tracking progress against key waypoints and reporting on continuous improvement opportunities.
- Post-Training Support: Partner with the L&D team to ensure knowledge assets serve as a high-value resource that supports what has been trained to our colleagues.
What we’re looking for:
- Creative Content Mastery: A proven track record in designing, writing, and creating knowledge content using industry best practices to deliver positive outcomes for users.
- User-Centric Design: High problem-solving and structuring skills, with a specific ability to simplify complex technical areas for the end-user.
- KM Professionalism: Holds a recognized Knowledge Management certification (e.g., KMI, CKM, or KCS) or demonstrates a commitment to working toward one to maintain industry-leading standards.
- Self-Driven Innovation: A self-starter who uses initiative to spot opportunities, utilizing AI and data to make a positive impact on how the business accesses information.
- Collaboration: A team player capable of working with diverse opinions to find the best path forward for knowledge solutions.
- Industry Context: Experience within a Leisure or Business Travel role and a solid understanding of different learning styles within a contact center or customer-facing environment.