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 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 a 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 (12 Month 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 of experience within sales and/or commercial operations
• Experience Knowledge Management principles, process mapping/reengineering and loyalty programmes.
• Experience in exceptional writing & editing, storytelling and content strategy with in-depth knowledge and 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 SwayProficiency 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
  
  

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.