Business Knowledge Officer - Skywards (12 Month Contract)

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 two decades, the programme has grown its membership base by offering value and personalized experiences globally.

The programme has invested heavily in diversifying its brand partnerships and utilizing innovative digital technology to provide members with more ways to earn and enjoy rewards across new touchpoints.

To support its growth, Emirates Skywards is transitioning from an in-house loyalty platform to a new, state-of-the-art vendor-hosted platform. This project requires an experienced team across various business roles to collaborate with internal IT, vendors, and stakeholders for a successful launch.

Job Outline

• Design, manage, and implement SOPs and guidelines for new product launches, partnerships, promotions, and system enhancements, collaborating with relevant leads to map end-to-end processes.
• Maintain and update Skywards product information, policies, and processes in operational manuals for key touchpoints, ensuring seamless member benefits and experiences.
• Review and improve operational efficiency by periodically assessing touchpoint manuals and processes.
• Act as the primary contact for business and operational teams, managing queries related to policies and processes, and reviewing exception handling scenarios.
• Support system enhancements by defining user requirements, participating in working groups, and contributing to user acceptance testing.
• Create high-quality, engaging content to communicate complex information clearly for internal audiences, using multimedia tools effectively.
• Coordinate internal engagement activities with the Skywards Member Experience team to promote awareness and compliance with standards and procedures.
• Provide feedback to training teams to incorporate programme initiatives into training and monitor engagement performance for continuous improvement.

Qualifications & Experience

• Minimum of 5 years of experience in a relevant field, with 12 years of schooling or equivalent.
• Experience in Knowledge Management, process mapping/reengineering, and loyalty programmes.
• Exceptional writing, editing, storytelling, and content strategy skills.
• Understanding of loyalty, reservations, and check-in systems.
• Proficiency in content creation tools (Adobe Creative Suite, Canva, Axonify, etc.) and MS Office applications.
• Knowledge of change management, instructional design, digital microlearning, and reinforcement tools.
• Familiarity with retail and contact centre/airport operations is beneficial.
• Basic project management understanding.

Salary & Benefits

Join us in Dubai to enjoy an attractive tax-free salary and travel benefits, including flight and hotel discounts. More details are available on our website under the 'Working Here' section and the Dubai Lifestyle section.