Communication & Knowledge Management Officer
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* Communication & Knowledge Management Officer
* June 22, 2026
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* By Roberte OkoyaContext: We are looking for a Communication & Knowledge Management Officer to structure, enhance and develop our communication materials and user knowledge, at the heart of our self-care systems and in particular the chatbot. MISSIONS Manage Knowledge Management
• Structure and maintain knowledge bases (FAQs, online help, SharePoint)
• Ensure the quality, clarity, and usefulness of content
• Implement knowledge governance and standards
• Structure and lead the Knowledge Management dynamic (squad, community)
• Disseminate best practices and develop a KM culture
• Monitor key indicators (usage, effectiveness, satisfaction) Continuously improve the chatbot
• Ensure the relevance of the knowledge used by the chatbot
• Analyze interactions (ununderstood questions, pain points, response rates)
• Enrich and optimize content to improve: o resolution rate o user satisfaction o conversational experience
• Work in conjunction with technical and project teams Develop a continuous improvement approach
• Leverage user feedback and usage data
• Identify gaps and manage their correction
• Contribute to the improvement of the overall self-service system Communicate and support
• Create educational content (tutorials, videos, communications, etc.)
• Promote self-service tools and support users
• Design user-centric and adoption-focused communication tools
• Facilitate educational webinars
• Create video tutorials
• Conduct user satisfaction surveys (support, projects): design, distribute, analyze, and publish results.
Your profile
&
skills:
• 5 years of experience in user experience with a strong focus on knowledge management
• Experience implementing and managing AI chatbots
• Proficiency in IT tools specific to this field – Adobe Suite (InDesign, Photoshop, Adobe Premiere Pro) and Microsoft Office, with advanced Excel skills.
• Ability to lead working groups and leverage teamwork. A plus: ITIL knowledge (particularly knowledge management/support).
Founded in 2008, Kéoni Consulting is an IT consulting and engineering firm specializing in the banking, financial markets, insurance, and industrial sectors. We are the partner for major accounts in their digital transformation. We help them transform their business model, align their operational processes, select the best technologies, and mitigate and address the risks associated with digitalization. Kéoni Consulting helps companies to: Make a difference , innovate and create , reinvent their business, satisfy customers, gain competitive advantages, become the leader in their sector, and become the leader in your sector. Our activity covers the entire information systems lifecycle (Project Management, Business Analysis Consulting, Design, Implementation, Maintenance, Production, and Operation) .Job Category: Digital Transformation
Job Type
Full Time
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