Knowledge Management Specialist

About the role

Knowledge has the power to shape how an organisation learns, adapts and succeeds. In this role you’ll build connections, habits and resources that make knowledge easier to share and reuse, bringing people and ideas together to improve decision‑making and customer experience.

Key responsibilities

• Translate complex onboarding, fraud, disputes, complaints and account security processes into clear, user‑friendly knowledge assets such as articles, video guides, process flows and FAQs.
• Work closely with Process Architects and Subject Matter Experts to capture, draft and publish knowledge as new workflows go live, keeping pace with a fast‑moving launch roadmap.
• Act as the knowledge liaison between Operations, Product, Compliance, Legal and Training teams, ensuring content reflects evolving regulatory requirements and product changes.
• Track and analyse knowledge‑base performance and usage metrics to identify content gaps and improvement opportunities.
• Maintain taxonomy and tagging standards to ensure content findability and effective AI/assistant integration.

Required profile

• Experience in knowledge management, content creation, learning and development or instructional design.
• Hands‑on experience with a knowledge platform such as Confluence, Zendesk or Notion.
• Comfortable working with ambiguity and changing requirements in a fast‑paced, high‑growth fintech environment.
• Strong written and verbal communication skills with the ability to simplify complex operational, risk and regulatory processes.
• Proven ability to collaborate effectively with Subject Matter Experts and cross‑functional teams to gather high‑stakes information quickly.