About this role
Reporting to the Senior Manager of Knowledge Management and Customer Community, The KCS Lead Coach leads the adoption and success of Knowledge-Centered Service (KCS) practices across the organization. You will be a strategic coach and program leader, promoting knowledge quality, contributor development, and operational excellence.
Additionally, this role partners with Sales and go-to-market teams to ensure knowledge usage; including onboarding new sales team members ensuring customer engagement, product understanding, and business outcomes.
You'll have opportunity to:
Lead the KCS coaching program by training, mentoring, and supporting teams on KCS principles, processes, and standardsCoach Contributors, Publishers, and Candidates to improve knowledge creation, reuse, and adoptionConduct regular coaching sessions, feedback loops, and proficiency development to drive continuous improvementReview and validate knowledge articles for quality, accuracy, and adherence to Content StandardsMonitor KCS performance metrics and provide insights on adoption, quality, and effectivenessPartner with managers to strengthen KCS behaviors, accountability, and performance expectationsEnsure new sales hires are equipped with accessible, accurate, and reusable knowledge to support customer conversationsTranslate operational and product knowledge into clear, consumable content that supports consistent messagingIdentify gaps in onboarding content and improve materials based on feedback and performance trendsCollaborate with Product, Support, Training, and SMEs to ensure knowledge accuracy and completenessBe a liaison between knowledge management and business teams to align on content, messaging, and prioritiesIdentify opportunities to improve efficiency through knowledge reuse and process enhancements 5+ years of experience in Knowledge Management, KCS, Coaching, or related fieldUnderstanding of KCS methodology and coaching practicesExperience training individuals or teamsKCS v6 Certification or comparable experienceExperience supporting Sales Enablement or onboarding programsFamiliarity with knowledge platforms (e.g., Salesforce Knowledge, ServiceNow)Experience developing training programs and onboarding materials Benefits/Perks:
This is a remote role within the USGreat compensation package and bonus planCore benefits including medical, dental, vision, and matching 401KFlexible work environment, ability to work remote, hybrid or in-officeFlexible time off including volunteer time off, vacation, sick and 12-paid holidaysExplore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.htmlAt Experian, our people and culture set us apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others.
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Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity.
Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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