Development Specialist

at  The Emirates Group

Job Purpose: At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’.
About the role
We are looking for a Development Specialist to join our Retail and Contact Centre team where you will be part of the Training, Compliance and Regulations stream in Retail and Contact Centre . The Development Specialist will be working with the Senior Leadership team to conceive, lead and continuously improve the Emirates Contact Centre strategy by seeking to drive innovative, useful, well designed and creative solutions with the intention to improve the quality, efficiency and revenue of the department. The Development Specialist will be responsible for the development, planning and implementation of programs to support the strategy of Contact Centres across the Emirates network.

What you will do

• Support the team to deliver across multiple KPIs, which include, candidate and employee experience, revenue and efficiency. Deliver innovative solutions to drive these KPIs whilst maintaining The Pulse culture across the teams.
• Act as the voice of the customer within and outside of our department. Actively look for opportunities to improve our customer service, products or processes to drive change and innovation in our customer offering.
• Actively listen to and seek input from the wider teams across the department to gather insight into their requirements, experience and challenges and design programs to support and engage them.
• Review and improve all steps of our teams employee journey whilst driving The Pulse persona and culture throughout.
• Communicate to the teams using multiple channels and methods. Embed The Pulse culture within the communications and use these to recognise, engage and educate our people to be able to deliver on their KPIs whilst feeling valued and enjoying their work.
• Ensure our products and services are fully compliant with all regulatory, industry and internal requirements.
• Maintain and promote good governance and responsible practises to maintain our brand image and protect customer and employee data. Highlight potential risks and look for opportunities to reduce fraud and loss of revenue and reputation to our business.
• Use project management methods and practices to manage workload and programs. Build business cases and project documentation to ensure projects are in scope. Maintain deadlines and ensure progress is regularly communicated within teams and stakeholders.
• Be curious and look at new technologies, thinking and products to support innovation in our contact centres. Benchmark other airlines, businesses, brands across their customer, brand, employee and creative experiences to gain ideas and insight into potential new opportunities for our business.
• Act as an ambassador and an advocate for the department to foster relationships with wider teams and stakeholders. Use these connections to build cross unit engagement and programs.
• Keep up to date with new systems being used within the department. Ensure understanding of how these work together to deliver the best service within our business. Asses usability and user experience so as to drive improvements and efficiencies for our teams.

Qualifications & Experience: This job might be for you if you have:

• Bachelor’s degree in a subject related to Business, Management, Commercial or Sales
• 5+ years relevant experience in the following:
• Excellent knowledge of customer and employee experience programs.
• Good experience of working on policies and procedures, experience of working with governance documents
• Previous experience in analysing data reports
• Ability to communicate effectively and previous experience of working with cross functional stakeholders and senior leadership teams
• Previous experience related to project management and data presentation

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 hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section

• Support the team to deliver across multiple KPIs, which include, candidate and employee experience, revenue and efficiency. Deliver innovative solutions to drive these KPIs whilst maintaining The Pulse culture across the teams.
• Act as the voice of the customer within and outside of our department. Actively look for opportunities to improve our customer service, products or processes to drive change and innovation in our customer offering.
• Actively listen to and seek input from the wider teams across the department to gather insight into their requirements, experience and challenges and design programs to support and engage them.
• Review and improve all steps of our teams employee journey whilst driving The Pulse persona and culture throughout.
• Communicate to the teams using multiple channels and methods. Embed The Pulse culture within the communications and use these to recognise, engage and educate our people to be able to deliver on their KPIs whilst feeling valued and enjoying their work.
• Ensure our products and services are fully compliant with all regulatory, industry and internal requirements.
• Maintain and promote good governance and responsible practises to maintain our brand image and protect customer and employee data. Highlight potential risks and look for opportunities to reduce fraud and loss of revenue and reputation to our business.
• Use project management methods and practices to manage workload and programs. Build business cases and project documentation to ensure projects are in scope. Maintain deadlines and ensure progress is regularly communicated within teams and stakeholders.
• Be curious and look at new technologies, thinking and products to support innovation in our contact centres. Benchmark other airlines, businesses, brands across their customer, brand, employee and creative experiences to gain ideas and insight into potential new opportunities for our business.
• Act as an ambassador and an advocate for the department to foster relationships with wider teams and stakeholders. Use these connections to build cross unit engagement and programs.
• Keep up to date with new systems being used within the department. Ensure understanding of how these work together to deliver the best service within our business. Asses usability and user experience so as to drive improvements and efficiencies for our teams