Senior Process & Knowledge Specialist

About the role

The Senior Process & Knowledge Specialist drives strategic development, governance, and continuous improvement of Customer Care operational processes and knowledge management practices. The role designs and governs the operational knowledge and process ecosystem, ensuring workflows, guidance, and knowledge assets are structured, scalable, and aligned to support consistent, efficient, and customer‑focused service delivery across agent, self‑service, and AI‑assisted experiences.

Key responsibilities

• Define, manage, and continuously improve the structure, governance, usability, and discoverability of the Customer Care knowledge base.
• Design and optimise operational workflows, process guidance, policies, and decision‑making tools to simplify complex processes and improve agent experience.
• Analyse operational workflows, customer journeys, and knowledge content to identify inefficiencies, gaps, risks, and opportunities for enhancement.
• Manage and optimise the Customer Care knowledge base platform, including Salesforce Knowledge, ensuring content governance and prioritisation for AI‑assisted support.
• Collaborate with stakeholders across Customer Care and other business functions to gather requirements and deliver continuous improvements.
• Champion knowledge‑management best practices, industry trends, and continuous‑improvement initiatives.

Required profile

• Proven background in knowledge management, process improvement, operational excellence, or similar roles within Customer Care or contact‑centre environments.
• Experience designing, documenting, and optimising operational workflows, policies, and agent‑facing guidance.
• Ability to identify operational gaps, inefficiencies, risks, and recommend effective solutions.
• Experience managing knowledge‑management platforms such as Salesforce Knowledge and overseeing content governance.
• Strong collaboration skills with global teams to support operational alignment and continuous improvement.
• Use of operational data, customer feedback, and performance trends to inform decision‑making and process optimisation.

Required skills

• Salesforce Knowledge
• Google Workspace
• AI tools
• Analytics