Knowledge Base and Content Controller

About the role

Etihad Airways is looking for a Knowledge Base and Content Controller (Knowledge Base & Content Officer) in Abu Dhabi. You will lead the governance, development and continuous improvement of Guest Services knowledge management, making sure operational information, procedures, products and policies are clearly communicated and adopted across internal teams and service providers.

Key responsibilities

• Act as focal point for knowledge governance, stakeholder engagement, content strategy and performance analytics, using data to find knowledge gaps and improve operational consistency.
• Manage the Guest Services Knowledge Base so that content is accurate, current, compliant and aligned with business needs.
• Partner with 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, and 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 improvement opportunities.
• Work with Operations, Quality and Learning & Development on knowledge and capability gaps, including training and awareness campaigns.
• 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 of 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.
• Aviation, contact centre, hospitality or service industry experience preferred.

Required skills

• Proficiency in knowledge management platforms and reporting tools.
• Proficiency in Microsoft 365 applications.