Knowledge Management Specialist

Overview

As a Knowledge Management Specialist, you turn evolving product, risk and regulatory requirements into clear, shareable guidance for frontline and specialist teams. You will collaborate with SMEs and key stakeholders to publish practical knowledge that improves clarity and consistency across Operations, Product, Compliance and Legal. Your work enables teams to act confidently while reducing duplication. You’ll shape how knowledge is organized, found and , including AI-assisted search and content governance.

Pay / Benefits

• hybrid working model
• office in London
• collaborative culture
• career growth opportunities
• supportive onboarding
• focus on impact

Responsibilities

• Translate onboarding, fraud, disputes, complaints, and account security processes into clear knowledge assets (articles, guides, process flows, FAQs)
• Collaborate with Process Architects and SMEs to capture, draft, and publish knowledge as new workflows go live
• Serve as knowledge liaison between Operations, Product, Compliance, Legal, and Training to reflect regulatory and product changes
• Track and analyse knowledge base performance to identify gaps and improvement opportunities
• Maintain taxonomy and tagging standards to ensure findability and effective AI/assistant integration

Key requirements

• Experience in knowledge management, content creation, learning and development or instructional design
• Hands-on experience with a knowledge platform (Confluence, Zendesk, Notion)
• Comfort with ambiguity in a fast-paced, high-growth fintech environment
• Understanding of operational processes and day-to-day team realities
• Strong written and verbal communication with the ability to simplify complex processes
• Detail-oriented with proofreading and content quality assurance
• Proven collaboration with Subject Matter Experts and cross-functional teams
• Ability to manage competing content priorities across multiple workstreams
• Familiarity with KM metrics and reporting and stakeholder communication

• clear communication
• collaboration across functions
• attention to detail
• Confluence
• Zendesk
• Notion

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