KCS Coach Lead & Sales Enablement Specialist
About The Position
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com . 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.
Requirements
- 5+ years of experience in Knowledge Management, KCS, Coaching, or related field
- Understanding of KCS methodology and coaching practices
- Experience training individuals or teams
- KCS v6 Certification or comparable experience
- Experience supporting Sales Enablement or onboarding programs
- Familiarity with knowledge platforms (e.g., Salesforce Knowledge, ServiceNow)
- Experience developing training programs and onboarding materials
Responsibilities
- Lead the KCS coaching program by training, mentoring, and supporting teams on KCS principles, processes, and standards
- Coach Contributors, Publishers, and Candidates to improve knowledge creation, reuse, and adoption
- Conduct regular coaching sessions, feedback loops, and proficiency development to drive continuous improvement
- Review and validate knowledge articles for quality, accuracy, and adherence to Content Standards
- Monitor KCS performance metrics and provide insights on adoption, quality, and effectiveness
- Partner with managers to strengthen KCS behaviors, accountability, and performance expectations
- Ensure new sales hires are equipped with accessible, accurate, and reusable knowledge to support customer conversations
- Translate operational and product knowledge into clear, consumable content that supports consistent messaging
- Identify gaps in onboarding content and improve materials based on feedback and performance trends
- Collaborate with Product, Support, Training, and SMEs to ensure knowledge accuracy and completeness
- Be a liaison between knowledge management and business teams to align on content, messaging, and priorities
- Identify opportunities to improve efficiency through knowledge reuse and process enhancements
Benefits
- Great compensation package and bonus plan
- Core benefits including medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remote, hybrid or in-office
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
