CX Knowledge Management Specialist

Job Summary

A company is looking for a CX Knowledge Management Specialist responsible for creating and maintaining technical documentation and knowledge assets to enhance customer experiences.

Key Responsibilities

• Develop and maintain technical user documentation, including workflow instructions and Standard Operating Procedures (SOPs)
• Collaborate with internal teams to document workflows and improve customer journey clarity and efficiency
• Build and maintain a searchable internal knowledgebase, ensuring content quality and relevance

Required Qualifications, Training, and Education

• 3-5 years of experience in Knowledge Management, Technical Writing, or related fields
• Experience in healthcare or Medicare/Medicare Advantage environments
• Bachelor's degree in Technical Communication, English, or a related field
• Familiarity with knowledge management tools and online documentation systems
• Understanding of customer experience concepts and performance support principles