Emirates Skywards, the award-winning loyalty programme of Emirates and Flydubai, has marked more than 20 years of excellence, innovation and unmatched rewards. Over the past 2 decades, the loyalty programme has exponentially grown its membership base by offering value and rich, personalised experiences to its members around the world.
The programme has extensively invested to diversify its brand partnerships, and utilise innovative digital technology, so that it can offer its members across the globe with more ways to earn and enjoy rewards, conveniently and via new touchpoints.
In order to support its ambitious growth, we have embarked upon an journey to replace the in-house Loyalty platform to a new state- of- the -art vendor hosted platform. A time bound project that warrants an experienced team across various business roles in Skywards to partner with Internal IT, vendor and stakeholders to successfully launch this across an established, diverse and multi-faceted organization.
The Business Knowledge Officer will support in ensuring operational excellence, process engineering, and change management by defining, maintaining, and implementing standard operations procedures (SOPs) and guidelines for the Skywards programme. This role will also focus on leveraging new technologies to streamline processes, effectively communicate updates and changes, and ensure consistent delivery of information and services to customers across all Emirates touchpoints. The objective is to provide a seamless member experience and revenue generation, by supporting all internal Skywards programme initiatives.
Key Responsibilities:
- Design, manage, and implement standard operating procedures (SOPs) and guidelines to execute new product launches, partnerships, promotions, and system enhancements for Emirates Skywards. Work collaboratively with the Skywards Business Knowledge and System Delivery Leads to map out end-to-end processes that incorporate member requirements, regulatory, and industry standards.
- Define, maintain, and implement Skywards programme SOPs and guidelines to deliver consistent information and service to customers across all Emirates touchpoints, ensuring a seamless member experience and driving revenue generation.
- Responsible for maintaining Skywards product information, policies, and processes in operational and customer handling manuals for key touchpoints (e.g., Retail & Contact Centre, EK Airport Services, IFS - Service Delivery) to enable the smooth delivery of member benefits and experiences.
- Conduct periodic reviews of Skywards information in touchpoint manuals and identify opportunities to improve operational efficiency (e.g., First Call Resolution, Average Handling Time, and Training Time).
- Act as the primary contact for business and operational teams (e.g., Skywards Business Support and iO Operations) to manage queries and provide support for Skywards policies and processes. Capture and review exception handling scenarios and troubleshooting guides for the Skywards Authorities Manual.
- Support internal system enhancements by defining end-user requirements, participating in working group meetings, and contributing to high-level user acceptance testing.
- Develop compelling multimedia content to communicate key propositions, processes, and organizational changes effectively.
- Organize and manage the key internal engagement activities by collaboration with the Skywards Member Experience team to drive awareness and compliance with Skywards Standards & Procedures through regular briefings with key touchpoints.
- Provide feedback and updates to training teams to embed Skywards programme initiatives into training programmes effectively. Also monitor and analyse the performance of engagement activities conducted for continuous improvement to ensure our internal changes are effectively being embedded and executed across all touchpoints.
