Business Knowledge Officer - Skywards (3 Years Fixed Term Contract)

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. 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 define, maintain and implement the Skywards programme standard operations procedures (SOP) and guidelines to be able to deliver information and service to customers consistently across all Emirates touchpoints in the member journey and ensure a seamless member experience and revenue generation. This role will support with managing projects for internal programme initiatives. Key Responsibilities: - Design, manage and implement standard operations procedures (SOP), and guidelines to execute new product launches, partnerships, promotions, and system enhancements for Emirates Skywards according to the framework and in collaboration with the Skywards Business Knowledge and System Delivery Leads. Map out the end-to-end process incorporating member requirements, regulatory and industry standards. - Responsible for Skywards product information, policies and processes in the operational and customer handling manuals for key touchpoints (i.e., Retail & Contact Centre, EK Airport Services, IFS - Service Delivery) to enable the seamless delivery of member benefits and experience throughout the customer journey. - Conduct periodic reviews of Skywards information across the touchpoint manuals and identify areas of opportunity to make changes and improve operational efficiency (First Call Resolution, Average Handling and training Time). - Be the point of contact across the business and Skywards operational teams (i.e., Skywards Business Support and iO Operations) to manage queries and provide support in Skywards polices and processes. Capture and review exception handling scenarios and troubleshooting guides for the Skywards Authorities Manual. - Continually review internal system procedures to ensure enhanced customer experience and efficiency. - Support internal system enhancements by helping to define end user requirements, participating in working group meetings and high-level user acceptance testing. - Collaborate with the Skywards Member Experience team to drive awareness and compliance to the Skywards Standards & Procedures, through regular briefings and engagement with the key touchpoints. Provide feedback and updates to training teams to implement Skywards programme initiatives and ensure these are embedded into the training programmes. - Responsible for creation of project documentation (business cases, project charter, project plan) for internal programme initiatives and follow through on project objectives to ensure deliverables are achieved.

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