Knowledge Base and Content Controller

The Knowledge Base and Content Controller post at Etihad Airways in Abu Dhabi sits in the Operations & Guest Experience division and runs knowledge management for Guest Services. Its aim is to get procedures, products and policies to internal teams and service providers in a form they actually use.

What the knowledge base and content controller job in Abu Dhabi involves

The controller leads governance, development and continuous improvement of Guest Services knowledge, and acts as the focal point for stakeholder engagement, content strategy and performance analytics. Data on usage and quality drives the work, pointing to gaps that training and communications then address.

Responsibilities

• Manages the Guest Services Knowledge Base so its content stays accurate, current, compliant and in line with business needs
• Works with internal stakeholders and service providers to assess how process, product, system and policy changes affect them, and to roll out knowledge updates on time
• Writes and maintains knowledge articles, operational communications, quick reference guides and learning content
• Coordinates content reviews and governance activities so information stays relevant, approved and in line with operational standards
• Prepares teams for new products, services, system enhancements and process changes by delivering knowledge, communications and guidance to everyone affected
• Tracks Knowledge Base usage, search trends, assessment results, quality findings and operational feedback to spot gaps and improvement opportunities
• Partners with Operations, Quality and Learning & Development to aim training, awareness campaigns and learning interventions at those gaps
• Produces and analyses reports on knowledge performance, adoption, assessment outcomes and content effectiveness, with recommendations

Requirements

• Degree in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management or a related discipline
• Background in knowledge management, content management, quality, learning and development, operations support or customer service
• Experience managing cross-functional stakeholders and outsourced service providers
• Proven record in knowledge governance, operational communications and content management
• Use of performance data, quality findings, assessments and operational trends to drive improvements
• Proficiency in knowledge management platforms, reporting tools and Microsoft 365 applications

Preferred qualifications

• Experience in aviation, contact centres, hospitality or the wider service industry

About Etihad Airways

Etihad Airways is the UAE’s national airline, operating from its hub in Abu Dhabi. Its Journey 2030 ambition aims to double the fleet, widen the network and grow its people.

How to apply

Applications go through the the application button below. Etihad states that it never asks for personal information, bank details or payment during recruitment, and that interviews take place face to face or by video or telephone before any formal offer.