Customer Experience Knowledge & Process Specialist | Contract

Overview
We are seeking a Customer Experience Knowledge & Process Specialist to join our Customer Experience team. This role focuses on maintaining and optimizing the bank’s knowledge framework, ensuring that key processes, FAQs, and operational guidance are well-structured, accessible, and easy to use for internal teams.

You will collaborate with stakeholders across operations, training, and compliance to ensure the knowledge repository supports efficient customer service, self-service solutions, and process clarity.

 

Key Responsibilities:

Maintain and Optimize Knowledge Framework

• Keep the knowledge repository up-to-date, structured, and aligned with operational needs.
• Develop and enforce governance standards for content accuracy, relevance, and regular updates.
• Implement tagging, categorization, and search functionality to make information easily retrievable.

Process Mapping & Documentation

• Map, document, and visually represent processes to improve clarity and standardization.
• Create user-friendly guides, FAQs, and troubleshooting documents for internal teams.
• Identify gaps in existing documentation and propose enhancements to improve process efficiency.

Improve Accessibility and Self-Service

• Ensure knowledge and process materials are organized for quick reference and easy understanding.
• Develop self-service solutions for recurring queries to reduce turnaround time for customer and partner requests.
• Track usage, adoption, and feedback to continuously enhance content and accessibility.

Collaboration & Stakeholder Management

• Partner with operations, training, and compliance teams to ensure materials align with regulatory requirements and business standards.
• Conduct workshops or training sessions to help teams leverage knowledge tools effectively.
• Work closely with platform teams to test and refine tools, processes, and templates.

Continuous Improvement & Reporting

• Analyze agent and stakeholder feedback to identify opportunities for improvement.
• Monitor metrics such as knowledge usage, process adherence, and query resolution efficiency.
• Stay updated on industry best practices in customer experience, process documentation, and knowledge management systems

 

Requirements:

• Diploma or Degree in Business or any related discipline
• At least 3 years or relevant experience in the financial services/banking sector
• Experience in Knowledge Management and/or User Acceptance Testing (UAT)
• Excellent analytical skills with high attention to detail
• Ability to document processes clearly and create flow diagrams and structured materials
• Self-motivated, proactive team player with good interpersonal skills
• Comfortable working with cross-functional stakeholders