Head of Product Knowledge

at  Reward Gateway

DESCRIPTION

Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.
With our shared missions of ‘Making the World a Better Place to Work’ and ‘Enriching Connections, For Good’, you’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.

YOUR ROLE IN OUR MISSION

As Head of Product Knowledge, you will be responsible for the development and dissemination of deep product and process expertise and knowledge across our business. As a critical driver of product understanding, you will ensure that our internal teams and stakeholders have access to extensive knowledge of our solutions, enabling them to maximise the value delivered to our clients and end users. You’ll have a good understanding of enablement and knowledge strategies, tools and processes to help distribute knowledge easily and effectively to global stakeholders.

WHAT YOU’LL BE DOING:

• Develop and implement a comprehensive framework for disseminating product knowledge across our global organisation
• Responsible for the delivery of the Product Knowledge Roadmap, prioritisation and communication ensuring visibility and alignment across Leadership and stakeholders on the knowledge strategy
• Oversee the team managing our Help Center (our global knowledge base) ensuring it is fit for purpose, scalable and an effective self-service knowledge tool
• Lead the creation of new materials and resources required to improve product knowledge across the organisation
• Create a scalable training curriculum which can be used to onboard new partners, team members and other key customers quickly with our solutions
• Oversee the production of technical and non-technical product collateral
• Establish and take ownership of metrics to evaluate the efficiency of product knowledge initiatives and their impact on our organisation’s goals.
• Work with stakeholders to identify and prioritise key knowledge gaps and address them in creative and scalable ways (e.g. e-learning modules, workshops, webinars etc)
• Develop and deliver a content strategy to ensure knowledge is well documented across our solutions down to feature level
• Be proactive in gathering feedback and championing continuous improvement in product knowledge activities
• Act as the key contact that ensures effective coordination and alignment between the Knowledge Team and Business Units teams
• Lead, mentor, and coach the Product Knowledge team, focusing on building skills, creating career pathways, and fostering a strong culture of continuous improvement

EXPERIENCE AND SKILLS YOU NEED IN THIS ROLE:

• Proven experience in a leadership role focused on product knowledge, product enablement, or training within the HR technology or SaaS industry
• Strong background in driving large-scale training programs and knowledge management systems
• Exceptional communication and presentation skills, with the ability to simplify complex topics for diverse audiences
• Proficiency with knowledge-sharing platforms, LMS tools, and content-creation software (desirable)
• Proven track record of building relationships and aligning priorities with senior business collaborators from a global perspective, ensuring effective communication and successful collaboration
• Hands-on experience in designing, implementing, and improving knowledge and enablement resources for complex ecosystems that improve knowledge
• Experience in defining and tracking critical metrics, analysing both quantitative and qualitative data to inform decisions and communicating insights to both technical and non-technical collaborators
• Demonstrated ability to lead cross-functional teams and influence stakeholders at all levels
• Proven track record of leading and developing high-performing teams, with experience managing and coaching individuals and building inclusive and collaborative cultures