Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Knowledge Management Specialist (6 months) role.

Rezi rewrites your resume against Haleon's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Knowledge Management Specialist (6 months) posting at Haleon — free, in seconds.

About the Role

As a Knowledge Management Specialist, you will create and maintain knowledge resources and content for consumer relations agents, including contact handling policies and consumer-facing communications. You will collaborate with the Knowledge Manager to establish quality standards, improve content efficiency, and ensure Haleon's tone of voice in all communications. You will also partner with global teams to support change management, resolve agent and consumer issues, and promote knowledge management best practices. Additionally, you will gain a deep understanding of consumer communication channels and participate in digital innovation projects, including self-service technology, machine learning, and generative AI solutions.

Responsibilities

Act as a knowledge SME supporting digital innovation, including development of consumer self-service technology and implementation of generative AI-assisted knowledge solutions.
Analyze consumer contact drivers, search behavior, and knowledge gaps to identify opportunities to reduce consumer effort and eliminate avoidable contacts.
Create, edit, and maintain Help Center articles, FAQs, troubleshooting guides, and knowledge content.
Manage content review and approval processes with Medical, Regulatory, Legal, Quality, and other relevant teams.
Translate complex information into clear, accurate, and consumer-friendly content.
Establish and maintain content standards, style guidelines, and governance processes.
Apply best practices for content structure, metadata, discoverability, user experience, and optimization for search engines (SEO) and AI-powered experiences.
Support Haleon's AI program by helping create, structure, and maintain knowledge assets used by AI tools.
Identify opportunities to leverage AI tools for content creation, maintenance, and optimization.

Requirements

Excellent organizational skills.
Professional written and verbal communication skills – particular attention to simple use of language and absence of errors.
Strong quantitative and qualitative analytical skills paired with hands-on attitude, excellent attention to detail, and good business judgment.
Structured, methodical work methods and analytical skills, with passion for researching and solving problems.
Proficient in common device usage (including computer, smartphone, software & application usage).
General MS Office Suite (Excel, Powerpoint, Word, Teams) experience.
Energy and enthusiasm for customer/consumer experience.
Ability to handle fast-paced environment subject to significant change: flexible and able to work on own initiative (including presenting ideas for stakeholder evaluation and buy-in).
Excellent team player.
Comfortable in ambiguous and high-judgement situations.
Previous experience in a call center, translation or multilingual role.
Experience in copy writing or knowledge management.
An interest in driving operational effectiveness (Ideally Lean-Six Sigma).
Ability to work under pressure.

Skills

Knowledge Management
Content Creation
Content Maintenance
Consumer Relations
Digital Innovation
Self-Service Technology
Machine Learning
Generative AI
Help Center Articles
FAQs
Troubleshooting Guides
Content Standards
Style Guidelines
Governance Processes
SEO
AI Tools
Organizational Skills
Communication Skills
Analytical Skills
MS Office Suite
Customer Experience
Teamwork
Problem Solving

About the Company

Haleon is a purpose-driven, world-class consumer company putting everyday health in the hands of millions.
Our trusted portfolio of brands includes Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum®.
We combine deep human understanding with trusted science.
Our Win as One strategy puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do.
We have an agile, performance-focused culture.
Global Consumer Relations (GCR) is an innovative, and human-centered team that proudly supports Haleon consumers with their everyday health needs.
We are ambitious about exceeding consumer expectations during one-to-one conversations, striving to build deep human understanding in every interaction.
Our mission is to ensure no consumer’s story is left unheard.
We take accountability to deliver results, we deeply understand our consumers and we care and include.

Equal Opportunity

Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day.
We strive to create an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people.
It’s important to us that Haleon is a place where all our employees feel they truly belong.
During the application process, we may ask you to share some personal information, which is entirely voluntary.
This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees.
The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions.
If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting.
We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence.