EKAS Product Development Specialist

Job Purpose

Join our Airport Services team, where you will play a vital role in ensuring seamless airport operations and delivering world-class service to our customers. The team is responsible for a wide range of critical functions, both “above and below the wing,” to keep our busy airport running efficiently, safely, and on schedule.

If you are passionate about customer service, operational excellence, and working in a fast-paced environment, we invite you to apply and contribute to the success of Emirates Group. As the world’s largest international airline, our airport operations are among the most dynamic and rewarding, offering exciting opportunities to be part of a team that keeps the world moving.

As the EKAS Product Development Specialist in the Lounges Team, you will, in partnership with EKAS business units, continuously analyse customer data, hospitality, and industry trends to support new product ideas and enhance existing products. You will co-ordinate a portfolio of projects that enhance service capability across the network and contribute to the corporate goal of ensuring Emirates secures customer loyalty and obtains repeat business. As a key member of project working groups, you will ensure that new product ideas are implemented cost-effectively and delivered within set timelines.

In This Role You Will

• Engage with Market Research and CASA and obtain external airline industry data to review Emirates customer needs, in terms of airport operations both in Dubai and throughout the Network. Analyse data gathered from the various sources and make recommendations to the EKAS management team influencing decisions concerning EKAS product developments across the EK network.
• Oversee the co-ordination of product/service trials, analyse feedback of trial outcomes, identify trends and prepare recommendations in order that decisions can be arrived at by the senior EKAS management team as to the suitability of implementing changes. Submit proposals with details of implementation costs, timescales, benefits to customers and Emirates, revenue gains (if ascertainable) and any additional information which will help to inform the decision making of the EKAS Management team.
• Where product development ideas are progressing through the approval process, arrange for all key stakeholders to be consulted on implementation practicalities. In the case of those product ideas that have been approved for implementation, draw up project plans in collaboration with other working group members, giving consideration to project goals, timeframes, resources and contingency plans. Regularly review progress ensuring project implementation targets are met and continue to review ongoing performance of the product/service against initially evaluated objectives.
• Prior to implementation of new and approved product developments define and devise standard operating procedures seeking feedback from stakeholders. Following implementation, obtain regular feedback on the procedures by carrying out regular audits both internally and via CASA, ensuring any necessary improvements are implemented.
• Maintain proactive dialogue with EK Departments, such as Skywards and Commercial Operations ensuring that information on all the latest product changes, special offers etc, are fully understood and that any impact on EKAS is communicated to the relevant sections for purposes of maintaining consistency between the air and the ground product.
• Be responsible for the primary evaluation of all product ideas received through the NAJM scheme, targeting a certain number of evaluated and accepted ideas per annum. Encourage EKAS staff and other internal stake holders to make well thought out and practical new product ideas, recommending and maintaining processes for tapping such ideas and completing comprehensive evaluations of the same, prior to implementation.
• Liaise with market research and corporate communications in relation to the bi-annual lounge survey. Collate and analyse the survey outcomes highlighting any issues that require improvements, proposing product/service enhancements and developing action plans to address the areas that require improvement.
• Contribute to maintaining the EKAS quality program by making recommendations and setting up systems which involve devising performance measurement systems, producing audit checklists and evaluating business unit performance against KPI's. Input operational results and feedback into product enhancements. Wherever necessary and from a customer perspective, provide recommendations to operational management regarding service standards and/or processes.
  
  

Qualification

To be considered for the role, you must meet the below requirements:

• Hold a Bachelor’s Degree or Honours.
• Have 5+ years of experience in Airport Operations.
• Have hands-on experience providing administrative support within an airline ground service or ground handling agency at a major airport or hub.
• Possess comprehensive knowledge of passenger services, passenger support, and baggage handling processes.
• Understand current customer trends and how they impact service delivery.
• Be confident in contributing ideas to product development and innovation.
• Be able to create clear implementation plans and track progress effectively.
• Be skilled at recommending product improvements and offering practical solutions to challenges.
• Bring strong negotiation skills and the ability to influence positive change.
• Communicate clearly with excellent verbal and written presentation abilities.
• Be highly proficient with PC tools, especially Microsoft Office applications.
• Have a strong ability to present, analyse, and evaluate data.
• Demonstrate solid project management skills.
  
  

At Emirates, we’re committed to helping our people grow and thrive. If you're ready for a rewarding and challenging career, apply today and become part of our world-class 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.