Role Overview
Reporting to the Senior Manager of Knowledge Management and Customer Community, the KCS Coach Lead & Technical Writer is a dual‑role position responsible for leading our Knowledge‑Centered Service (KCS) coaching initiatives across the organization, while also supporting the RFP team with high‑quality technical writing. You are passionate about knowledge sharing, continuous improvement, and delivering compelling content for client proposals.
Responsibilities
KCS Coach Lead (Approx. 60%)
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.
Technical Writer – RFPs (Approx. 40%)
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.
Experience and Skills
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.
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.
Compensation
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job‑related skills, experience, and education. You will also be eligible for a variable pay opportunity.
Equal Opportunity Employer
Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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