Job 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 lead 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’s In It For Me?
A chance to be part of an extremely well-established, stable and high-growth ‘Unicorn’ SaaS company with over 50 benefits in our employee benefits package including:
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 lead 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’s In It For Me?
A chance to be part of an extremely well-established, stable and high-growth ‘Unicorn’ SaaS company with over 50 benefits in our employee benefits package including:
- A flexible holiday plan of up to 40 days per year
- £400 a year Wellbeing Allowance
- Private Medical Insurance
- Unlimited professional development books, E-books, podcasts
- Substantial bonus payments for a number of life events including pet adoption, wedding/civil ceremony, new family, retirement
- Employee, friends and family discounts across 1200+ retail, hospitality and lifestyle brands
Key Responsibilities
- Develop and lead the implementation of 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
Skills
- 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
The Interview Process
- Telephone call with a member of the Talent Acquisition Team
- Virtual interview with the Director of Product Operations and Project Manager
- Final interview with the Director of Product Operations and Chief Product Officer
At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.
We want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work!
We hire BETTER.
Find out more about Reward Gateways approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg
