Knowledge and Content Specialist

Are you passionate about turning complex operational knowledge into clear, usable guidance that helps customer service advisors? The Knowledge Management team plays a critical role in shaping the present and future of customer service by being trusted stewards of knowledge, ensuring every interaction is consistent, accurate and empowering across all journeys. Governing the internal knowledge base used by advisors, we also ensure the governance needed for knowledge to remain useful in a fast-changing operational environment.

Core Responsibilities

• Maintain the internal knowledge base structure, ensuring content follows established standards, templates and governance practices.
• Support the complete journey of all customer service knowledge content, from writing and reviewing to fact-checking, processing translations and adding final content to our systems.
• Convert complex operational knowledge from SMEs into clear, structured guidance that advisors can use during live consumer interactions.
• Partner with operations teams and knowledge SMEs to keep advisor-facing content accurate, current and aligned with business processes, and to maintain consistent quality across the knowledge base.
• Identify content gaps, outdated information and usability issues and drive improvements to strengthen the advisor experience.
• Improve the searchability, discoverability and usability of internal knowledge so advisors can find and apply information efficiently.
• Support larger knowledge initiatives and cross-functional projects that improve the performance and effectiveness of the internal knowledge base.

Requirements

• Proven experience working with knowledge bases and support documentation.
• Strong content structuring, taxonomy and information architecture skills.
• Ability to translate complex operational knowledge into clear, usable advisor guidance.
• Experience collaborating with SMEs to capture, refine, and maintain knowledge content.
• Familiarity with knowledge base platforms and search behaviour.
• Strong writing skills and the ability to adhere to tone of voice principles.
• Ability to manage competing priorities while balancing ongoing maintenance and continuous improvement work.
• Strong collaboration and communication skills, with the ability to work across operations, product, and knowledge stakeholders.
• Experience working with knowledge content as input to AI or LLM-based tools, such as chatbots, search summarization or agent-assist.
• Comfortable identifying process inefficiencies and proposing practical improvements.
• Training in Knowledge Management best practices.
• Project management experience, including running scoped improvement projects with cross-functional stakeholders.
• Familiarity with Scrum or other Agile ways of working.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. Our founder Ole Kirk Kristiansen made his first wooden toy in 1932. He persevered against the odds until his business was a success. Constantly innovating, never compromising. Building, rebuilding, and striving for the best. It is this resilience and permanent sense of renewal that drives us forward. We are never still. We will always be creating, inventing, and having fun. Build your career brick by brick and play your part in continuing our mission to “inspire and develop the builders of tomorrow”.