About The Role:
This role exists to develop, drive, and evolve the standards for knowledge management in the Global Operations and Centre of Excellence Team. Your mission is to ensure Navan colleagues have access to accurate and reliable knowledge at the exact moment they need it.
You will act as a Content Architect, utilising AI and design principles to ensure information is presented in a format that is intuitive, searchable, and easy to understand to support unparalleled efficiency.
GO&S Knowledge Management Specialists support the development of team members towards our service philosophy:
We provide industry-leading service to our customers for them to have an exceptional and seamless travel and expense experience, while achieving unparalleled efficiency levels.
What you’ll be doing:
- Knowledge Architecture: Ensure that all knowledge is formatted, tagged, and categorized appropriately using a structure that prioritizes rapid discovery and ease of use.
- AI-Enhanced Value: Proactively use available AI analytics to drive value, identify critical knowledge gaps, and implement data-backed strategies to increase user activity within the knowledge base.
- Creative Content Design: Utilize AI and modern design tools to create engaging, multimedia knowledge assets that improve information retention beyond traditional text-based articles.
- Expert Article Writing: Be proficient in writing knowledge articles that translate complex technical processes into user-friendly content, ensuring all assets meet the standards outlined in the KM standard operating procedure.
- Lifecycle Management: Set review dates for existing and new articles to ensure content remains accurate, and consolidate knowledge to avoid unnecessarily increasing the volume of articles.
- Stakeholder Alignment: Collaborate with internal teams and knowledge owners to implement new knowledge requests and ensure all content is signed off as accurate before publishing.
- Strategy & Insights: Support the Senior Manager in the design and delivery of the knowledge management strategy, tracking progress against key waypoints and reporting on continuous improvement opportunities.
- Post-Training Support: Partner with the L&D team to ensure knowledge assets serve as a high-value resource that supports what has been trained to our colleagues.
What we’re looking for:
- Creative Content Mastery: A proven track record in designing, writing, and creating knowledge content using industry best practices to deliver positive outcomes for users.
- User-Centric Design: High problem-solving and structuring skills, with a specific ability to simplify complex technical areas for the end-user.
- KM Professionalism: Holds a recognized Knowledge Management certification (e.g., KMI, CKM, or KCS) or demonstrates a commitment to working toward one to maintain industry-leading standards.
- Self-Driven Innovation: A self-starter who uses initiative to spot opportunities, utilizing AI and data to make a positive impact on how the business accesses information.
- Collaboration: A team player capable of working with diverse opinions to find the best path forward for knowledge solutions.
- Industry Context: Experience within a Leisure or Business Travel role and a solid understanding of different learning styles within a contact center or customer-facing environment.
Skills Required
- Experience with Global Distribution Systems (GDS)
- Proven track record designing, writing, and creating knowledge content
- Knowledge Management certification (KMI, CKM, or KCS) or commitment to pursue one
- Experience in Leisure or Business Travel and contact center/customer-facing environments
- Proficiency using AI analytics and modern design tools to create multimedia knowledge assets
- Strong knowledge architecture skills: tagging, categorization, and search optimization
- Experience managing content lifecycle, setting review dates, and consolidating articles
- Excellent written communication and ability to translate complex technical processes into user-friendly content
What the Team is Saying
Navan Compensation & Benefits Highlights
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Healthcare Strength — The package includes medical, dental, and vision coverage for employees and dependents, along with mental health resources such as Headspace. Additional protections like disability and life insurance and options like FSA are described.
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Parental & Family Support — Paid parental leave is specified as 16 weeks for the birthing parent and 10 weeks for the non‑birthing parent, with family medical leave also available. Supportive amenities such as an onsite Mother’s Room and company‑sponsored family events are included.
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Leave & Time Off Breadth — Flexible/unlimited vacation and generous PTO structures are highlighted, alongside paid holidays and sick time. Bereavement leave is also offered across many locations.
Navan Insights
What We Do
Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.
Why Work With Us
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.
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Navan Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
In-person connections is the foundation of Navan, the connections forged through face-to-face interactions improve company culture and what we can achieve together. We operate on a hybrid working model, which we define as four days a week in-office.
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