Bianca van Gent

Experienced Conversational Designer, AI Content Specialist, and Knowledge Management Professional with over nine years of experience designing, structuring, and optimizing digital content and knowledge for public and private sector organizations. Specialized in creating AI-ready content, conversational flows, and knowledge structures that improve user experiences while enabling AI-powered solutions, self-service, and knowledge retrieval. Extensive experience with Salesforce Knowledge, Drupal CMS, content governance, UX writing, and stakeholder management.

Proven ability to translate complex legislation and policies into clear, user-friendly, and reusable content. Analytical, proactive, and results-driven, with excellent communication skills and outstanding command of both Dutch and English.

AI Conversational Designer / Senior Content Specialist at Municipality of Amsterdam (2023-10 – Present)

Designing and optimizing conversational content and knowledge for the Municipality of Amsterdam's digital services. Developing AI-ready knowledge articles and user-centred content to support self-service, chatbots, and digital customer interactions.

• Design and optimize conversational content.
• Develop AI-ready knowledge articles.
• Structure content for discoverability and reuse.
• Write clear UX-focused content for digital services.
• Collaborate with legal experts, subject matter experts, and product specialists.
• Translate complex legislation into clear and accessible language.
• Continuously improve content based on user feedback and customer insights.
• Work with Salesforce Knowledge, IPROX, and other CMS platforms.
• Ensure consistency, tone of voice, and overall content quality.

Innovation & Digitalisation Specialist at Municipality of Amsterdam (2020-10 – 2023-10)

Contributed to the digital transformation of municipal services within the Digital Customer Mail department by improving processes and supporting digital innovation initiatives.

• Improve digital business processes.
• Participate in Agile/Scrum improvement projects.
• Analyse and optimise operational workflows.
• Manage digital document processes and information flows.
• Support document digitisation using Ephesoft.
• Contribute to digital transformation projects.

Knowledge Management Specialist at Dutch Healthcare Authority (NZa) (2017-06 – 2020-10)

Responsible for developing, maintaining, and improving the knowledge base for the Customer Information and Service department.

• Develop and maintain knowledge articles.
• Design structured knowledge repositories.
• Create digital forms using TriplEforms.
• Manage metadata and information architecture.
• Advise on knowledge management and content quality.
• Collaborate closely with subject matter experts.

Document Production Coordinator at PricewaterhouseCoopers (PwC) (2016-09 – 2017-06)

Responsible for document production, information management, and digital records within an international business environment.

• Coordinate document workflows.
• Manage SharePoint and CRM-based document repositories.
• Maintain information and records management processes.
• Advise internal business units on document management.
• Ensure document quality and compliance.

Bachelor's degree in marketing management – HBO Nederland (2002 – 2005)

NIMA Marketing & Communication A in Marketing & Communication – NIMA Education

Certification in Marketing & Communication – ROC Utrecht