Business Knowledge Officer; Skywards

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 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 with a new state‑of‑the‑art vendor‑hosted platform. This time‑bound project 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‑faced organization.

The Business Knowledge Officer (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.

• 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.
• Organise 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.
• Support internal system enhancements by defining end‑user requirements, participating in working group meetings, and contributing to high‑level user acceptance testing.
• 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…