Job Description
Are you passionate about turning complex operational knowledge into clear, usable guidance that helps customer service advisors support consumers with confidence?
The Knowledge Management team plays a critical role in shaping the present and future of customer service by being trusted stewards of knowledge, ensuring every interaction is consistent, accurate and empowering across all journeys. In addition to governing the internal knowledge base used by advisors, we also own and maintain customer service support content on LEGO.com/service, including our chatbot Sophia. We create the structure, standards, and governance needed for knowledge to remain useful in a fast-changing operational environment.
Core Responsibilities
As a Knowledge and Content Specialist, you will own and maintain the internal knowledge base structure, ensuring content follows established standards, templates and governance practices. Alongside a dedicated team of trained Knowledge Specialists, you will support the complete journey of all customer service knowledge content, from writing and reviewing to fact-checking, processing translations and adding final content to our systems. More specifically your responsibilities will be to:
Convert complex operational knowledge from SMEs into clear, structured guidance that advisors can use during live consumer interactions.
Partner with operations teams and knowledge SMEs to keep advisor-facing content accurate, current and aligned with business processes, and to maintain consistent quality across the knowledge base.
Identify content gaps, outdated information and usability issues and drive improvements to strengthen the advisor experience.
Improve the searchability, discoverability and usability of internal knowledge so advisors can find and apply information efficiently.
Support larger knowledge initiatives and cross-functional projects that improve the performance and effectiveness of the internal knowledge base.
Requirements
Proven experience working with knowledge bases, support documentation, or operational content.
Strong content structuring, taxonomy and information architecture skills.
Ability to translate complex operational knowledge into clear, usable advisor guidance.
Experience collaborating with SMEs to capture, refine, and maintain knowledge content.
Familiarity with knowledge base platforms, search behaviour, and usability principles.
Strong attention to detail with a focus on accuracy, consistency, and content quality.
Strong writing skills and the ability to adhere to tone of voice principles.
Ability to manage competing priorities while balancing ongoing maintenance and continuous improvement work.
Strong collaboration and communication skills, with the ability to work across operations, product, and knowledge stakeholders.
Nice to haves
Training in Knowledge Management best practices.
Project management experience, including running scoped improvement projects with cross-functional stakeholders.
Familiarity with Scrum or other Agile ways of working.
Experience working with knowledge content as input to AI or LLM-based tools, such as chatbots, search summarization or agent-assist.
Comfortable identifying process inefficiencies and proposing practical improvements.
Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.
What’s in it for you?
Here is what you can expect:
Family Care Leave - We offer enhanced paid leave options for those important times.
Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.
Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.
Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.
Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.
Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.
Thank you for sharing our global commitment to Children’s Rights.
Just imagine building your dream career.
Then make it real.
Join the LEGO® team today.
The LEGO Group London, England Office
8 New Fetter Lane, London, United Kingdom, EC4A 1
