Knowledge Management Analyst

Company Description

We’re Checkout.com – you might not know our name, but companies like eBay, ASOS, Klarna, Uber Eats, and Sony do. That moment when you check out online? We make it happen.

Checkout.com is where the world checks out. Our global network powers billions of transactions every year, making money move without making a fuss. We spent years perfecting a service most people will never notice. Because when digital payments just work, businesses grow, customers stay, and no one stops to think about why.

With 19 offices spanning six continents, we feel at home everywhere – but London is our HQ. Wherever our people work their magic, they’re fast-moving, performance-obsessed, and driven by being better every day. Ideal. Because a role here isn’t just another job; it’s a career-defining opportunity to build the future of fintech.

Job Description

About the Role

We're looking for a Knowledge Management Specialist to be the cornerstone of our operational knowledge content. In this pivotal role, you will be instrumental in ensuring our Risk, Merchant, and Compliance Operations teams are empowered with accurate, authoritative, and easily accessible resources, vital for delivering exceptional service and maintaining critical regulatory compliance.

You will own the processes for translating complex risk and compliance procedures into clear, accessible knowledge that directly powers our front-line teams. You will act as a key operational partner for Process Architects and Compliance teams to maintain a high-quality, auditable knowledge ecosystem.

Key Responsibilities

• Translate complex operational, risk, and compliance processes into clear, user-friendly knowledge assets (articles, guides, and process flows) for front-line teams.

• Work closely with Process Architects and Subject Matter Experts (SMEs) to rapidly capture, draft, and publish essential knowledge, ensuring full alignment with current operational and regulatory requirements.

• Develop and maintain bespoke content templates to establish standards for structure, accessibility, engagement, and optimisation for AI/bot discoverability.

• Act as the knowledge liaison between Operations, Product, Compliance, and Training teams, ensuring content reflects evolving products and regulations.

• Track and analyse knowledge base performance and usage metrics using analytics tools to gather strategic insights and identify key opportunities for content improvement.

• Maintain taxonomy and tagging standards to ensure content findability and effective AI integration.

• Support designated knowledge champions in their content contributions, ensuring adherence to quality and compliance standards.

• Collaborate effectively and act as the knowledge representative with Process Architects, Ops teams, Product Managers, Compliance, and Training teams.

Qualifications

• Exceptional written and verbal communication skills, with a demonstrable ability to simplify and accurately represent complex risk, compliance, and operational processes.

• Detail-oriented approach with excellent proofreading, editing, and content quality assurance skills.

• Familiarity with analytics tools for measuring and improving content performance (e.g., usage, deflection, findability).

• A proven track record of collaborating effectively with Subject Matter Experts (SMEs) and cross-functional teams to gather high-stakes information.

• Strong attention to detail with excellent organisational and time management skills, and the ability to manage competing content priorities.

Nice-to-Have (Bonus Skills)

• Familiarity with Knowledge Management Systems such as Zendesk, Confluence, Salesforce, or Intercom.

• A professional background in process documentation or technical writing, especially related to policy or regulatory procedures.

• Experience with AI-assisted search or chatbots for knowledge sharing.

• Previously designed learning materials or worked closely with training teams to deliver knowledge assets.

• Experience leading or supporting change management initiatives

Bring all of you to work 

We create the conditions for high performers to thrive – through real ownership, fewer blockers, and work that makes a difference from day one.

Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity – and where your growth is in your hands.

We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.

It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.
 

Life at Checkout.com

We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.

Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.

For a closer look at daily life at Checkout.com, follow us on LinkedIn and Instagram