KCS Coach Lead & Technical Writer (Remote)

Experian

3d • Remote

About The Position

Experian is a global data and technology company that helps people and businesses worldwide. This dual-role position is responsible for leading Knowledge-Centered Service (KCS) coaching initiatives and supporting the RFP team with technical writing. The role involves training, mentoring, and supporting internal teams on KCS principles, developing training materials, monitoring knowledge base health, and coaching contributors. Additionally, the role requires collaborating with subject matter experts to create and maintain technical content for RFPs, RFIs, and proposal documents, translating complex technical concepts into clear responses, and maintaining a centralized knowledge library for RFP content.

Requirements

• 3–5+ years of experience in a knowledge management, technical writing, or related role.
• Experience with KCS (Knowledge-Centered Service) and a deep understanding of its methodologies.
• Experience coaching or mentoring others, ideally within a knowledge-sharing or support environment.
• Excellent technical writing and editing skills, in B2B or SaaS environments.
• Experience supporting RFP or proposal development processes.
• Proficient in knowledge management systems (e.g., Salesforce Knowledge, ServiceNow) and content collaboration tools.

Responsibilities

• Lead the KCS coaching program by training, mentoring, and supporting internal teams on KCS principles and practices.
• Partner with Knowledge Domain Experts and stakeholders to reinforce knowledge management as a strategic discipline.
• Develop and maintain KCS training materials, job aids, and playbooks to ensure consistency and scalability.
• Monitor knowledge base health metrics and coach contributors to improve article quality, findability, and reuse.
• Conduct regular coaching sessions and feedback loops to drive knowledge and continuous improvement.
• Collaborate with teams to promote a culture of knowledge sharing and accountability.
• Collaborate with subject matter experts to create, update, and maintain technical content for RFPs, RFIs, and other proposal documents.
• Translate complex technical concepts into clear, concise, and compelling responses tailored to prospective client needs.
• Maintain a centralized knowledge library of RFP content, ensuring alignment with brand, voice, and compliance standards.
• Contribute to the creation and editing of boilerplate and standard response language for accuracy and consistency.
• Support the RFP process by reviewing, formatting, and organizing content for submission.

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed