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About the Role

The Employee Care Knowledge & Content Specialist is responsible for designing, developing, and governing high-quality HR knowledge content that enables a seamless employee and people leader experience.

This role sits within the Employee Care Strategy & Enablement team and focuses on transforming complex HR policies, processes, and information into clear, accessible, and user-friendly content across multiple channels-including self-service platforms, AI chatbot tools, and internal knowledge bases.

You will act as a content strategy expert, ensuring consistent tone, structure, and usability standards while continuously improving content effectiveness through data, user insights, and collaboration with HR partners and UX teams.

What You'll Do (Responsibilities):

Knowledge & Content Governance

• Own and enforce HR knowledge management standards, including tone of voice, structure, and quality guidelines.
• Manage content lifecycle processes (intake, validation, updates, and publishing).
• Lead governance activities to ensure accuracy, consistency, and accessibility of HR content.

Content Design & Development

• Create, write, and maintain HR content for multiple modalities (AI chatbot, web-based self-service, email, and knowledge base articles).
• Translate complex HR policies and procedures into clear, concise, and user-friendly guidance.
• Design content optimized for digital self-service and conversational AI experiences.
• Conduct content audits and updates to maintain relevance and compliance.

Digital & AI Enablement

• Optimize content for AI-powered tools (e.g., chatbot responses and knowledge retrieval systems).
• Collaborate with technology partners to improve content performance in digital channels.

Collaboration & Stakeholder Engagement

• Partner with HR Operations, UX, and subject-matter experts to develop and refine content.
• Gather feedback and incorporate insights to improve usability and employee experience.
• Support internal HR communications aligned with Employee Care strategy.

Continuous Improvement

• Identify content gaps and recommend improvements based on analytics and user behavior.
• Apply content strategy best practices to enhance searchability, clarity, and engagement.
• Support ongoing optimization of self-service HR tools and resources.

Basic Requirements:

• Bachelor's degree in Communications, Human Resources, Instructional Design, UX, or related field.
• Minimum 4 years of relevant experience in content design, knowledge management, technical writing, UX writing, or HR communications.
• Demonstrated experience creating content for digital platforms (web, knowledge bases, or AI/chatbot environments).
• Proven ability to simplify complex information into clear, actionable content.
• Experience applying content governance, standards, or content lifecycle processes.
• Strong written and verbal communication skills with attention to clarity and detail.
• Experience collaborating with cross-functional teams and subject-matter experts.

Preferred Skills / Experience:

• Experience with HR knowledge systems, employee self-service platforms, or chatbot/AI enablement tools.
• Familiarity with content strategy methodologies (e.g., content audits, taxonomy, metadata, usability testing).
• Experience in UX writing or human-centered design principles.
• Basic understanding of HR processes and employee lifecycle topics.
• Analytical mindset with ability to interpret content performance metrics.
• Project management experience in a matrix environment.

Work Environment / Travel / Physical Requirements:

• This is a hybrid role based in a traditional office environment.
• Candidates are expected to work onsite a minimum of 3 days per month (or approximately 1 day per week, depending on business needs and team coordination).
• The role involves significant computer-based work and digital content development.
• Occasional additional in-office presence may be required for collaboration, workshops, or team meetings.
• Minimal to no travel required.