Role overview

As a Knowledge Base and Content Officer at Etihad Airways, you will oversee the development and management of Guest Services knowledge management practices. You will ensure that operational information, procedures, products, and policies are clearly communicated and adopted across internal teams and service providers, playing a central role in supporting consistent service delivery across the airline.

Key responsibilities

Lead governance, development, and continuous improvement of knowledge management practices within Guest Services.
Manage the Guest Services Knowledge Base to ensure all content is accurate, current, compliant, and aligned with business requirements.
Work with internal stakeholders and service providers to assess how process, product, system, and policy changes impact operations, and communicate knowledge updates in a timely manner.
Create and maintain knowledge articles, operational communications, quick reference guides, and learning materials that support operational readiness and consistency.
Monitor Knowledge Base usage, search trends, assessment results, and operational feedback to identify gaps and improvement opportunities.
Collaborate with Operations, Quality, and Learning & Development teams to identify capability gaps and support targeted training and awareness initiatives.
Produce and analyse knowledge performance reports, adoption metrics, and content effectiveness data to provide actionable insights for improving operational performance.

Requirements

Bachelor’s degree in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management, or a related discipline.
Between 3 and 4 years of experience in Knowledge Management, Content Management, Quality, Learning & Development, Operations Support, or Customer Service.
Demonstrated experience managing cross-functional stakeholders and working with outsourced service providers.
Proven track record in knowledge governance, operational communications, and content management.
Ability to analyse performance data, quality findings, assessments, and operational trends to drive improvements.
Proficiency with knowledge management platforms, reporting tools, and Microsoft 365 applications.
Experience in the aviation, contact centre, hospitality, or service industry is preferred.

What makes this role worth considering

Etihad Airways is the UAE’s national airline with an ambitious vision to shape the future of global aviation. The company is executing its “Journey 2030” strategy to double its fleet, expand its network, and invest in its people. Based in Abu Dhabi, this role offers the opportunity to contribute to an organization operating at a significant scale across multiple continents and cultures.

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.