About this role
Role Summary
Lead the creation and adoption of AI-enabled learning and knowledge-management practices for Customer Data teams. The role focuses on making process knowledge easy to find, understand, maintain, and apply improving employee capability, consistency, and operational outcomes.
Key Responsibilities
- Design and maintain structured learning journeys for Customer Data processes, tools, policies, desk manual, confluence page, and controls.
- Build and curate a reliable knowledge base, including SOPs, FAQs, playbooks, and process updates.
- Apply AI tools to improve knowledge search, content creation, learning personalization, and employee self-service.
- Partner with different business teams, operations, GFO and all stakeholders to identify skill, minimize interactions and fix knowledge gaps.
- Translate complex process and system changes into clear, user-friendly learning content.
- Drive adoption of AI-enabled learning platforms and measure learner engagement and knowledge effectiveness.
- Establish content governance, review cycles, version control, and ownership for knowledge assets.
- Analyze learning feedback, quality trends, and operational data to continuously improve training and documentation.
- Support change-management initiatives by preparing teams for new Customer Data processes, tools, and ways of working.
- Ensure all learning and knowledge materials meet data privacy, security, compliance, and accessibility standards.
Required Qualifications
- Bachelor’s degree or equivalent practical experience.
- Experience in learning & development, knowledge management, process documentation, operations enablement, or a related field.
- Working knowledge of AI-enabled learning, generative AI, knowledge-management platforms, or intelligent search tools.
- Strong written communication and ability to simplify complex topics.
- Experience creating learning materials such as e-learning modules, guides, presentations, and facilitator-led content.
- Strong stakeholder-management, analytical, and problem-solving skills.
- Ability to manage multiple priorities independently in a fast-paced environment.
Preferred Qualifications
- Experience in quote to cash teams
- Familiarity with learning platforms, knowledge bases, learning tools, or collaboration platforms.
- Experience using analytics to measure learning impact and knowledge adoption.
- Understanding of data privacy and regulatory requirements relevant to customer data.
- Certification or training in instructional design, knowledge management, AI, or change management.
Success Measures
- Increased usage and accuracy of knowledge resources.
- Improved learning completion, assessment, and capability outcomes.
- Reduced time to proficiency for new or transitioning team members.
- Better process adherence and lower knowledge-related errors.
- Measurable efficiency gains through AI-enabled learning and self-service.
Customer Data: AI-Enabled Learning & Knowledge Lead – IC2