KCS Coach Lead & Technical Writer; Remote

KCS Coach Lead & Technical Writer (Remote)

• Full-time
• Employee Status:
  Regular
• Role Type:
  Home
• Job Posting - Salary Range: $80,237 - $139,077
• Department:
  Customer Service
• Flexible Time Off: 15 Days
• Schedule:
  
  Full Time
• Shift: Day Shift
• Compensation: USD 82,644 - USD 139,077 - yearly

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at

Reporting to the Senior Manager of Knowledge Management and Customer Community, the KCS Coach Lead & Technical Writer is a dual-role position responsible for leading our Knowledge-Centered Service (KCS) coaching initiatives across the organization, while also supporting the RFP team with high-quality technical writing. You are passionate about knowledge sharing, continuous improvement, and delivering compelling content for client proposals.

• Lead the KCS coaching program by training, mentoring, and supporting internal teams on KCS principles and practices.
• Partner with Knowledge Domain Experts and stakeholders to reinforce knowledge management as a strategic discipline.
• Develop and maintain KCS training materials, job aids, and playbooks to ensure consistency and scalability.
• Monitor knowledge base health metrics and coach contributors to improve article quality, findability, and reuse.
• Conduct regular coaching sessions and feedback loops to drive knowledge and continuous improvement.
• Collaborate with teams to promote a culture of knowledge sharing and accountability.
• Technical Writer – RFPs (Approx. 40%)
  • Collaborate with subject matter experts to create, update, and maintain technical content for RFPs, RFIs, and other proposal documents.
  • Translate complex technical concepts into clear, concise, and compelling responses tailored to prospective client needs.
  • Maintain a centralized knowledge library of RFP content, ensuring alignment with brand, voice, and compliance standards.
  • Contribute to the creation and editing of boilerplate and standard response language for accuracy and consistency.
  • Support the RFP process by reviewing, formatting, and organizing content for submission.

• 3–5+ years of experience in a knowledge management, technical writing, or related role.
• Experience with KCS (Knowledge-Centered Service) and a deep understanding of its methodologies.
• Experience coaching or mentoring others, ideally within a knowledge-sharing or support environment.
• Excellent technical writing and editing skills, in B2B or SaaS environments.
• Experience supporting RFP or proposal development processes.
• Proficient in knowledge management systems (e.g., Salesforce Knowledge, Service Now) and content collaboration tools.

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

At Experian, our people and culture set we apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people first approach has earned us global recognition:
World's Best Workplaces 2024 (Fortune Top 25), Great Place To Work 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others.

Want to see what life at Experian is really like? Explore Experian Life on social or visit our careers site.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will also be eligible for a variable pay opportunity.

Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.