Revenue Analyst 2-Fin

Role Summary

Lead the creation and adoption of AI-enabled learning and knowledge-management practices for Customer Data teams. The role focuses on making process knowledge easy to find, understand, maintain, and apply improving employee capability, consistency, and operational outcomes.

Key Responsibilities

• Design and maintain structured learning journeys for Customer Data processes, tools, policies, desk manual, confluence page, and controls.

• Build and curate a reliable knowledge base, including SOPs, FAQs, playbooks, and process updates.

• Apply AI tools to improve knowledge search, content creation, learning personalization, and employee self-service.

• Partner with different business teams, operations, GFO and all stakeholders to identify skill, minimize interactions and fix knowledge gaps.

• Translate complex process and system changes into clear, user-friendly learning content.

• Drive adoption of AI-enabled learning platforms and measure learner engagement and knowledge effectiveness.

• Establish content governance, review cycles, version control, and ownership for knowledge assets.

• Analyze learning feedback, quality trends, and operational data to continuously improve training and documentation.

• Support change-management initiatives by preparing teams for new Customer Data processes, tools, and ways of working.

• Ensure all learning and knowledge materials meet data privacy, security, compliance, and accessibility standards.

Required Qualifications

• Bachelor’s degree or equivalent practical experience.

• Experience in learning & development, knowledge management, process documentation, operations enablement, or a related field.

• Working knowledge of AI-enabled learning, generative AI, knowledge-management platforms, or intelligent search tools.

• Strong written communication and ability to simplify complex topics.

• Experience creating learning materials such as e-learning modules, guides, presentations, and facilitator-led content.

• Strong stakeholder-management, analytical, and problem-solving skills.

• Ability to manage multiple priorities independently in a fast-paced environment.

Preferred Qualifications

• Experience in quote to cash teams

• Familiarity with learning platforms, knowledge bases, learning tools, or collaboration platforms.

• Experience using analytics to measure learning impact and knowledge adoption.

• Understanding of data privacy and regulatory requirements relevant to customer data.

• Certification or training in instructional design, knowledge management, AI, or change management.

Success Measures

• Increased usage and accuracy of knowledge resources.

• Improved learning completion, assessment, and capability outcomes.

• Reduced time to proficiency for new or transitioning team members.

• Better process adherence and lower knowledge-related errors.

• Measurable efficiency gains through AI-enabled learning and self-service.

Customer Data: AI-Enabled Learning & Knowledge Lead – IC2