Role overview

As a Knowledge Base and Content Officer at Etihad Airways, you will lead the development and management of Guest Services knowledge management practices in Abu Dhabi. This role ensures that operational information, procedures, products, and policies are effectively communicated and adopted across internal teams and service providers, directly supporting the airline’s commitment to delivering consistent, high-quality guest experiences.

Key responsibilities

Manage and maintain the Guest Services Knowledge Base to ensure all content is accurate, current, compliant, and aligned with business requirements.
Serve as the central point for knowledge governance, stakeholder engagement, and content strategy while using data-driven insights to identify gaps and improve operational consistency.
Develop and maintain knowledge articles, operational communications, quick reference guides, and learning materials that support operational readiness and service consistency.
Coordinate content reviews and governance activities with internal teams and service providers to ensure information remains relevant and approved.
Support operational readiness for new products, services, system updates, and process changes by delivering knowledge and guidance materials across all impacted teams.
Monitor Knowledge Base usage, search trends, assessment results, and operational feedback to identify knowledge gaps and improvement opportunities.
Produce and analyse knowledge performance reports, adoption metrics, and content effectiveness data to provide actionable recommendations for improving operational performance.

Requirements

Bachelor’s degree in Business Administration, Communications, Knowledge Management, Customer Experience, Education, Aviation Management, or a related discipline.
Four years of experience in Knowledge Management, Content Management, Quality, Learning and Development, Operations Support, or Customer Service environments.
Demonstrated experience managing cross-functional stakeholders and outsourced service providers.
Proven expertise in knowledge governance, operational communications, and content management practices.
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 aviation, contact centre, hospitality, or service industries is preferred.

What makes this role worth considering

This position offers the opportunity to shape how a major global airline communicates critical operational information across its entire Guest Services function. Working for Etihad Airways means contributing to the airline’s “Journey 2030” vision to expand its fleet and network while building excellence across its workforce in one of the world’s leading aviation hubs.

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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