Business Knowledge Officer

The Emirates Group; United Arab Emirates; On-site; AED 120,000 - 180,000; Full time

Job summary

Join a leading loyalty programme as a Business Knowledge Officer at The Emirates Group, where you'll support operational excellence and enhance member experiences through well-structured content and processes. You'll play a vital role in implementing standard operating procedures, driving collaboration across teams, and ensuring informed communication to customers. If you have strong writing skills and extensive experience in commercial operations, apply today to be part of this dynamic team in Dubai.

Qualifications

• Minimum of 5 years experience in commercial operations or sales.
• In-depth understanding of loyalty and customer experience principles.
• Proficient in content creation tools and change management methodologies.

Responsibilities

• Design and implement SOPs for new product launches and system enhancements.
• Manage Skywards product information and ensure smooth delivery of services.
• Develop high-quality content that communicates complex information effectively.

Skills

Content Strategy

Exceptional Writing & Editing

Process Mapping

Knowledge Management Principles

Education

12 Years Schooling or Equivalent

Tools

Adobe Creative Suite

MS Office Applications

Canva

Axonify

Job description

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.

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 (3 Year Fixed Term Contract) will support operational excellence, process engineering, and change management by defining, maintaining, and implementing standard operating 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. Given the complexity and volume of information, strong, clear, and concise content writing skills will be essential in crafting structured, engaging, and accessible documentation that enhances understanding, usability, and operational efficiency. The objective is to provide a seamless member experience and drive revenue generation by supporting all internal Skywards programme initiatives with precise and impactful communication.

In this role, you will;

• 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 and deliver high-quality, concise, and engaging content that effectively communicates complex information to employees at all levels. This includes creating well-structured internal bulletins, change communications, and awareness materials that drive understanding, engagement, and readiness. Strong content writing skills are essential to ensure clarity, consistency, and impactful messaging that supports change adoption. Also using multimedia technologies 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.

Job Purpose

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.

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 (3 Year Fixed Term Contract) will support operational excellence, process engineering, and change management by defining, maintaining, and implementing standard operating 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. Given the complexity and volume of information, strong, clear, and concise content writing skills will be essential in crafting structured, engaging, and accessible documentation that enhances understanding, usability, and operational efficiency. The objective is to provide a seamless member experience and drive revenue generation by supporting all internal Skywards programme initiatives with precise and impactful communication.

In this role, you will;

• 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 and deliver high-quality, concise, and engaging content that effectively communicates complex information to employees at all levels. This includes creating well-structured internal bulletins, change communications, and awareness materials that drive understanding, engagement, and readiness. Strong content writing skills are essential to ensure clarity, consistency, and impactful messaging that supports change adoption. Also using multimedia technologies 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.

Qualification

To be considered for the role, you must meet the following requirements.

• 12 Years schooling or equivalent
• A minimum of 5 years experience within commercial operations and/or sales
• Experience with knowledge management principles, process mapping/reengineering and loyalty programs
• Experience in exceptional writing & editing, storytelling and content strategy
• In-depth understanding of loyalty, Reservations and check-in systems.
• Basic Understanding of Customer Experience principles.
• Proficiency in content creation tools such as Adobe Creative Suite, Canva, Axonify, Articulate Rise, Vyond, MS office applications including Powerpoint, Visio, and Sway
• Proficiency in the latest tools for change management, instructional design and digital microlearning and reinforcement
• Knowledge of Retail & Contact Centre/Airport operations (Ticketing, pricing, processes, products) is beneficial.
• Basic understanding of project management

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The Emirates Group

Based in Dubai, the Emirates Group is a highly profitable business with a turnover of approximately US$18.4 billion and over 50,000 employees. The Group comprises of dnata, one of the largest air services provider globally and Emirates airline, the Group’s rapidly expanding and award-winning international carrier. Currently, Emirates flies to over 125 destinations across 6 continents on a modern fleet of 180 wide-bodied aircraft...

Essential to the Group’s ongoing success is the employment of high-quality people who benefit from living and working in Dubai, a modern cosmopolitan city offering one of the most desirable lifestyles in the world. The Emirates Group employees come from over 160 nationalities, receive tax-free salary and benefits package, and are offered professional development opportunities to further their careers with the organisation.