Knowledge base and content controller

Knowledge Base & Content Officer

As a Knowledge Base & Content Officer you will:Lead the governance, development, and continuous improvement of Guest Services knowledge management practices, ensuring operational information, procedures, products, and policies are effectively communicated and adopted across internal teams and service providers.

Act as the focal point for knowledge governance, stakeholder engagement, content strategy, and performance analytics, leveraging data-driven insights to identify knowledge gaps, improve capability, drive operational consistency, and support the delivery of a seamless guest experience.

• Manage the Guest Services Knowledge Base, ensuring content is accurate, current, compliant, and aligned with business requirements.
• Partner with internal stakeholders and service providers to assess the impact of process, product, system, and policy changes, ensuring timely communication and implementation of knowledge updates.
• Develop and maintain knowledge articles, operational communications, quick reference guides, and learning content to support operational readiness and service consistency.
• Coordinate content reviews and governance activities to ensure information remains relevant, approved, and aligned to operational standards.
• Support operational readiness for new products, services, system enhancements, and process changes by ensuring knowledge, communications, and guidance materials are delivered effectively across all impacted teams.
• Monitor Knowledge Base usage, search trends, assessment results, quality findings, and operational feedback to identify knowledge gaps and improvement opportunities.
• Partner with Operations, Quality, and Learning & Development to identify knowledge and capability gaps, supporting targeted training, awareness campaigns, and learning interventions.
• Produce and analyse knowledge performance reports, adoption metrics, assessment outcomes, and content effectiveness, providing actionable insights and recommendations to improve operational performance and knowledge governance.

• Bachelor's degree (preferable) or a degree in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management, or related discipline.
• 4 years' of experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support, or Customer Service environments.
• Experience managing cross-functional stakeholders and outsourced service providers.
• Proven experience in knowledge governance, operational communications, and content management.
• Experience analysing performance data, quality findings, assessments, and operational trends to drive improvements.
• Proficiency in knowledge management platforms, reporting tools, and Microsoft 365 applications.
• Aviation, contact centre, hospitality, or service industry experience preferred.

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

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