Product Knowledge Specialist

7 months ago

Godalming, United Kingdom Unily Full time

Unily is an award-winning digital employee experience platform designed for the world’s leading enterprises to connect, inform and engage globally diverse workforces with a meaningful digital experience. Unily was founded in 2005 and in 2021 we partnered with private equity firm, CVC in order to achieve our goal of tripling in size by 2026 - in both our customers and our people.

We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

**Job Purpose**

As part of our Product Voice team, this role will be responsible for both helping to define and execute the Unily product knowledge strategy, to deliver self-service product learning experiences that increase product adoption and reduce the barrier to entry learning the Unily product.

An important part of this role will be a desire to fully learn the Unily platform and, over time, become a product expert, able to support our internal teams and customers with their queries and use cases. The product training experience will need to be tailored to different contexts, from employees to partners and customers, to ensure the right level of knowledge is delivered to people with varying roles.

**Main Responsibilities**
- Maintain and deliver all required product knowledge assets to ensure that all aspects of the Unily platform are well documented in modern and easily consumable formats to increase engagement with self-service guidance
- Ensure that all product knowledge is catalogued in line with product positioning and structured in an easily findable manner to improve access to self-service guidance and reduce requests for information and answers
- Manage and extend a multi-tier product learning experience to support our employees, partners, and customers as they adopt the Unily platform, equipping them with the required knowledge to be successful in their roles
- Evolve the knowledge assessment capabilities into a well-established and market-leading accreditation program that people are proud to obtain
- Deliver tailored collections of knowledge at the right time that reflect customer lifecycle stage, purchased product modules, and job roles in order to make knowledge highly relevant to individuals for better knowledge retention
- Utilize modern tooling, including AI services and analytics, to move toward a model of predictive knowledge experiences that pre-empt the need for information to improve user experience and reduce time spent searching for answers
- Work closely with HR and departmental leads to ensure that product knowledge is woven into other onboarding and L&D activities across the organization

**Knowledge, Skills and Experience**
- Experience in software product training
- Ability to present concepts and ideas simply and effectively
- Ability to articulate the value of features beyond their functionality
- Ability to construct easy-to-follow narratives that explain complex concepts
- Excellent communicator
- Excellent attention to detail
- Highly collaborative
- Positive, can-do attitude
- Strong organizational skills and planning
- Initiative to gather and act on feedback
- Ability to manage stakeholder expectations
- Ability to challenge the thinking of others
- Ability to work independently and as part of a team
- Proactive and motivated

**Why Work For Unily?**

In addition to a generous salary, here are some things we think you will love:
**Our awesome team culture.** We are focused on achieving results as a team and having fun whilst we do it. You won’t find a friendlier or more dedicated bunch of people.

**Our industry leading product.** We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

**The flexibility that we offer.** We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognise that life happens during the 9-5.30 and encourage a sustainable work/life balance.

**We offer a fantastic suite of benefits.** Including 25 days holiday, Vitality life cover, Aviva pension, life assurance, income protection and so many more.

**Our bright and modern office spaces.** When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work.

**Our commitment to sustainability and giving back to the community.** We offer 1 fully paid volunteering day per year and the option to lease an Electric Vehicle through our salary sacrifice scheme. Our offices are also paperless.

View Unily's UK & EEA Careers Privacy Notice here

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