Knowledge Management Specialist

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity.

Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science.

Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

• As a Knowledge Management Specialist within Haleon Global Consumer Relations (GCR), you will be responsible for creating and maintaining knowledge resources and content for consumer relations agents, including contact handling policies and consumer-facing communications. You will work closely with our Knowledge Manager to set measurable quality standards for knowledge content, drive efficiency in knowledge creation and adoption, and embed Haleon’s tone of voice in all consumer communications.
  
  You will partner with our global teams, including brand teams, medical, regulatory and legal, to support change management, solve agent and consumer pain points and drive knowledge management best practice across the company
• In addition to work on agent and consumer-facing content, the Knowledge Management Specialist will be supported to develop a deep understanding of Haleon’s consumer communication channels, and to participate in digital innovation projects including development of consumer self-service technology, machine learning and implementation of generative AI solutions to support consumer communications
• Global Consumer Relations (GCR) is an innovative, and human-centered team that proudly supports Haleon consumers with their everyday health needs. We are ambitious about exceeding consumer expectations during one-to-one conversations, striving to build deep human understanding in every interaction. Our mission is to ensure no consumer’s story is left unheard. We take accountability to deliver results, we deeply understand our consumers and we care and include.

Act as knowledge SME supporting digital innovation, including development of consumer self-service technology and implementation of generative AI-assisted knowledge solutions:

• Analyse consumer contact drivers, search behaviour, and knowledge gaps to identify opportunities to reduce consumer effort and eliminate avoidable contacts.
• Create, edit, and maintain Help Center articles, FAQs, troubleshooting guides, and knowledge content. Manage content review and approval processes with Medical, Regulatory, Legal, Quality, and other relevant teams.
• Translate complex information into clear, accurate, and consumer-friendly content. Establish and maintain content standards, style guidelines, and governance processes.
• Apply best practices for content structure, metadata, discoverability, user experience, and optimization for search engines (SEO) and AI-powered experiences.
• Support Haleon's AI programme by helping create, structure, and maintain knowledge assets used by AI tools. Identify opportunities to leverage AI tools for content creation, maintenance, and optimisation.

• Excellent organizational skills.
• Professional written and verbal communication skills – particular attention to simple use of…