Knowledge Base & Content Officer

About the role

Etihad is looking for a Knowledge Base & Content Officer in Abu Dhabi to lead the governance, development and continuous improvement of Guest Services knowledge management. You will act as the focal point for knowledge governance, stakeholder engagement, content strategy and performance analytics, ensuring operational information, procedures, products and policies are accurately communicated and adopted across internal teams and service providers.

Key responsibilities

• Manage the Guest Services Knowledge Base so that content is accurate, current, compliant and aligned with business requirements.
• Partner with internal stakeholders and service providers on 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.
• Coordinate content reviews and governance activities to keep information relevant and approved.
• Support operational readiness for new products, services, system enhancements and process changes.
• Monitor Knowledge Base usage, search trends, assessment results, quality findings and operational feedback to spot knowledge gaps.
• Work with Operations, Quality and Learning & Development on targeted training, awareness campaigns and learning interventions.
• Produce and analyse knowledge performance reports, adoption metrics and content effectiveness, giving actionable recommendations.

Required profile

• Bachelor's degree (preferable) in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management or a related discipline.
• 4 years' experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support or Customer Service.
• 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.
• Avoidance of fraud: interviews are face-to-face or by video/phone before any offer, and no money is ever asked for.

Required skills

• Proficiency in knowledge management platforms and reporting tools.
• Proficiency in Microsoft 365 applications.
• Aviation, contact centre, hospitality or service industry experience preferred.