Knowledge Management Expert

You will get approximately 900 colleagues who all believe they work at a special company. You will get the opportunity to make a significant contribution to the socially relevant theme of pensions. We ensure that your pension is well-arranged, so that you can enjoy your old age without worry.

You will get the chance to truly make a difference when it comes to sustainability, because we have been setting the tone in our business operations and our investments for years. Naturally, you will get a (flexible) workplace at our office in Amsterdam that belongs to the top 7% in the world, truly. And because you will also work from home regularly, you will receive a budget to properly equip your home workspace.

In exchange for your commitment, talent, and skills, you will receive, in addition to your salary plus a holiday allowance and a thirteenth month, 27 vacation days (based on a 36-hour contract) and a public transport card or travel expense allowance for the days you come to the office. And, not unimportantly, you will receive a good training budget so that you can continue to develop yourself. This gives you the chance to grow, within our company or beyond.

Salary per month:
Based on collective labor agreement (cao) scale 17 HAY, the range is € 5,991.23 to € 7,988.31 based on 36 hours.

The Knowledge Management Expert is responsible for developing, implementing, and continuously improving the knowledge management capability within Customer Service, specifically in both the pension and LSB domains. The purpose of the role is to structurally record, make accessible, and sustainably secure knowledge, so that the organization becomes less dependent on individual employees, can learn faster, and is better able to further automate processes.

The Knowledge Management Expert reports hierarchically to the Manager Performance & Control within the Customer Services domain. The position has no hierarchical responsibility but functions as a senior alongside a knowledge and implementation management lead, with whom they jointly strive for success through coaching and intensive collaboration. Functionally, the Knowledge Management Expert also leads the development of knowledge management within the Commerce domain, where knowledge holders stimulate local development.

The role functions as the subject matter owner of the knowledge architecture within Customer Service and plays a central role in the transformation towards a data- and AI-driven operation. The Knowledge Management Expert ensures that operational knowledge, product knowledge, process knowledge, system knowledge, work instructions, decision rules, and exception situations are recorded and managed in a uniform manner, so that they are deployable for employees, customer support, process optimization, and future AI applications.

The position operates organization-wide within Customer Service and Commerce and works intensively with Operations, Pensioning, Customer Contact & Complaints, Client Implementation & Support, Process Excellence, Sales, Proposition management, Marketing, and Change & IT Customer Services to ensure that knowledge development becomes an integral part of daily business operations.

Within this role, the expectation is to realize a future-proof knowledge management environment through which:

• Critical knowledge is sustainably secured;
• Dependency on individual experts is demonstrably reduced;
• New employees become productive faster;
• Process execution becomes more uniform and predictable;
• Organizational knowledge becomes available in a scalable and reusable manner;
• AI solutions, digital assistants, and workflow automation can be fed with reliable and consistent knowledge sources;
• Customer Service develops into a learning organization in which knowledge is structurally recorded, enriched, and utilized.

1. Vision and conceptual ability
Develops a future-oriented vision on knowledge management and translates this into practically applicable solutions.

2. Organizational sensitivity
Moves effectively between operational teams, management, and supporting disciplines and creates support for new ways of working.

3. Influencing power
Realizes change without a formal hierarchical position and knows how to convince professionals of the importance of knowledge securing.

4. Analytical ability
Fathoms complex knowledge structures and translates these into scalable and manageable solutions.

5. Innovative power
Identifies opportunities to connect knowledge management to AI, digitalization, and automation.

6. Result orientation
Brings knowledge management from vision to tangible implementation and demonstrable business value.