Role overview

This Knowledge Base & Content Officer position is with Etihad Airways, the UAE’s national airline operating from Abu Dhabi. You will lead the development and governance of Guest Services knowledge management practices, ensuring that operational information, procedures, products, and policies are clearly communicated and consistently adopted across internal teams and service providers.

Key responsibilities

Manage the Guest Services Knowledge Base to ensure all content is accurate, current, compliant, and aligned with business requirements.
Develop and maintain knowledge articles, operational communications, quick reference guides, and learning materials that support operational readiness and service consistency.
Partner with internal stakeholders and service providers to assess how process, product, system, and policy changes impact operations, and ensure knowledge updates are implemented promptly.
Coordinate content reviews and governance activities to keep information relevant, approved, and aligned with operational standards.
Monitor Knowledge Base usage patterns, search trends, assessment results, and operational feedback to identify gaps and improvement opportunities.
Produce and analyse performance reports covering adoption metrics, assessment outcomes, and content effectiveness, providing actionable recommendations to improve operational performance.
Collaborate with Operations, Quality, and Learning & Development teams to identify capability gaps and support targeted training and awareness initiatives.

Requirements

Bachelor’s degree in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management, or a related field.
Four years of professional experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support, or Customer Service environments.
Demonstrated experience managing cross-functional stakeholders and outsourced service providers.
Proven track record in knowledge governance, operational communications, and content management practices.
Experience analysing performance data, quality findings, assessments, and operational trends to drive improvements.
Proficiency with knowledge management platforms, reporting tools, and Microsoft 365 applications.
Experience in aviation, contact centre, hospitality, or service industries is preferred.

What makes this role worth considering

Etihad Airways is executing an ambitious “Journey 2030” strategy to double its fleet, expand its global network, and grow its workforce. As part of this growth trajectory, you will play a central role in shaping how operational knowledge is governed and shared across a rapidly expanding organization serving destinations worldwide.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

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