Reporting to the Senior Manager of Knowledge Management and Customer Community, The KCS Lead Coach leads the adoption and success of Knowledge-Centered Service (KCS) practices across the organization. You will be a strategic coach and program leader, promoting knowledge quality, contributor development, and operational excellence.

Additionally, this role partners with Sales and go-to-market teams to ensure knowledge usage; including onboarding new sales team members ensuring customer engagement, product understanding, and business outcomes.

You'll have opportunity to:

• Lead the KCS coaching program by training, mentoring, and supporting teams on KCS principles, processes, and standards
• Coach Contributors, Publishers, and Candidates to improve knowledge creation, reuse, and adoption
• Conduct regular coaching sessions, feedback loops, and proficiency development to drive continuous improvement
• Review and validate knowledge articles for quality, accuracy, and adherence to Content Standards
• Monitor KCS performance metrics and provide insights on adoption, quality, and effectiveness
• Partner with managers to strengthen KCS behaviors, accountability, and performance expectations
• Ensure new sales hires are equipped with accessible, accurate, and reusable knowledge to support customer conversations
• Translate operational and product knowledge into clear, consumable content that supports consistent messaging
• Identify gaps in onboarding content and improve materials based on feedback and performance trends
• Collaborate with Product, Support, Training, and SMEs to ensure knowledge accuracy and completeness
• Be a liaison between knowledge management and business teams to align on content, messaging, and priorities
• Identify opportunities to improve efficiency through knowledge reuse and process enhancements

• 5+ years of experience in Knowledge Management, KCS, Coaching, or related field
• Understanding of KCS methodology and coaching practices
• Experience training individuals or teams
• KCS v6 Certification or comparable experience
• Experience supporting Sales Enablement or onboarding programs
• Familiarity with knowledge platforms (e.g., Salesforce Knowledge, ServiceNow)
• Experience developing training programs and onboarding materials

Benefits/Perks:

• This is a remote role within the US
• 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
• Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html

At Experian, our people and culture set us apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others.

Want to see what life at Experian is really like? Explore Experian Life on social or visit our careers site.

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 be also eligible for a variable pay opportunity.

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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