EKAS Product Development Specialist - The Emirates Group

Job Purpose: About the role:

In partnership with EKAS business units continuously analyse customer data hospitality and industry trends to support new product ideas and enhance existing products. Coordinate a portfolio of projects which will 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 ensure new product ideas are implemented costeffectively and against set timeline

What you will do:

• 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 coordination 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.
• 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 biannual 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 KPIs. 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.

Qualifications & Experience: To be considered for the role you must meet the below requirements:

• A completed Degree or Honours (123 or equivalent)
• 5 years of experience working in Airport Operations
• Experience of providing administrative support in an airline ground service or ground handling agency at a major airport or hub is essential
• Comprehensive knowledge of products and processes within passenger services passenger support services and baggage services
• Understanding of customer trends
• Ability to input into product development ideas
• Ability to produce implementation plans and monitor progress
• Ability to propose product improvement recommendations and solutions to problems
• Negotiation skills with an ability to influence change
• Verbal and written presentation skills
• Expert PC skills with knowledge of Microsoft applications
• Ability to present evaluate and analyse data
Project management skills

Leadership Role: No

At Emirates were committed to providing our employees with opportunities to grow and develop in their careers. So if youre looking for a challenging and rewarding opportunity apply today and join our team!

Recruitment Process
Emirates is an international organisation with employees from over 160 nationalities and we encourage applications from across the globe! Your application journey begins by applying via the Emirates Careers website. Please ensure that your CV is up to date for our talent acquisition team to review your profile.

If you meet the criteria of the role you will be invited to complete a HireVue video interview to share more about your experience and your career aspirations. If you are shortlisted you will be invited to complete an assessment followed by an interview with our hiring managers.
If you are successful in the process your Recruiter along with our Onboarding team will ensure a smooth transition to your new role at Emirates. We look forward to hearing from you!