Knowledge Management Specialist

Haleon

. Create and maintain knowledge resources and content for consumer relations agents .

Posted 9/21/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in knowledge management, content creation, and consumer communication, with a strong focus on analytical skills and operational effectiveness. Proficient in developing policies and best practices that enhance consumer experience and drive efficiency.

Highest-signal resume keywords

Knowledge ManagementContent CreationAnalytical SkillsCopywritingLean Six Sigma

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Content DevelopmentSEO Best PracticesAI Tools UtilizationData AnalysisHelp Center Article CreationQuality Standards EstablishmentConsumer CommunicationKnowledge Resource ManagementTroubleshooting Guide DevelopmentChange Management

Soft Skills

Organizational SkillsProfessional CommunicationAttention to DetailProblem-SolvingTeam Collaboration

Tools & Technologies

Microsoft Office SuiteExcelPowerPointWordTeams

Industry Keywords

Consumer RelationsOperational EffectivenessDigital InnovationSelf-Service TechnologyMultilingual Experience

About the role

Key responsibilities & impact

Create and maintain knowledge resources and content for consumer relations agents
Develop contact handling policies and consumer-facing communications
Work with the Knowledge Manager to establish measurable quality standards for knowledge content
Drive efficiency in knowledge creation and adoption
Embed Haleon’s tone of voice in consumer communications
Partner with global brand, medical, regulatory, and legal teams
Support change management and solve agent and consumer pain points
Drive knowledge management best practices across the company
Act as a knowledge subject-matter expert supporting digital innovation
Analyse consumer contact drivers, search behaviour, and knowledge gaps
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, consumer-friendly content
Establish and maintain content standards, style guidelines, and governance processes
Apply best practices for content structure, metadata, discoverability, user experience, SEO, and AI-powered experiences
Support Haleon’s AI programme by creating, structuring, and maintaining knowledge assets used by AI tools
Identify opportunities to use AI tools for content creation, maintenance, and optimization
Participate in projects involving consumer self-service technology, machine learning, and generative AI solutions

Requirements

What you’ll need

Excellent organizational skills
Professional written and verbal communication skills, with emphasis on simple language and error-free writing
Strong quantitative and qualitative analytical skills
Excellent attention to detail and good business judgment
Structured, methodical working approach
Passion for researching and solving problems
Proficiency with computers, smartphones, software, and applications
Experience with Microsoft Office Suite, including Excel, PowerPoint, Word, and Teams
Energy and enthusiasm for customer/consumer experience
Ability to work in a fast-paced environment subject to significant change
Flexibility and ability to work independently
Ability to present ideas for stakeholder evaluation and buy-in
Excellent team-player skills
Comfort with ambiguous and high-judgement situations
Previous experience in a call center, translation, or multilingual role preferred
Copywriting or knowledge management experience preferred
Interest in operational effectiveness, ideally Lean Six Sigma, preferred
Ability to work under pressure preferred

Benefits

Comp & perks

Inclusive culture where different backgrounds and views are valued and respected
Reasonable adjustments and accommodations throughout the recruitment process
Confidential handling of personal information
Full-time employment