Vice President Digital Experience Emirates Airlines

Emirates Airlines is presently hiring skilled and devoted candidate for job role of Vice President Digital Experience in Dubai. The role holder will be responsible for the strategy and design of Emirates multi-context, multi-channel digital User Experience and Content, with the primary aims of driving online revenue. Building the Emirates brand and addressing customer centricity and needs in all digital channels. The role holder also build a world-class customer experience across all digital touch points by adopting and deploying design processes, digital guidelines, technologies and digital platforms. Lead, direct and manage digital initiatives for web and mobile platforms at Emirates Group by managing a team of Digital Product Managers, Digital Designers (UX/UI) and Content Operations (publishing and localization), as well as third party vendors.

Duties of Vice President Digital Experience

• Accountable for the definition and implementation of a strategic User Experience vision and guidelines across all owned digital touchpoints in line with Emirates Brand and its strategic business objectives. Working in collaboration with Customer Strategy & Retention as well as with other relevant stakeholders (eg IT). Craft a world-class digital experience for customers, in line with the overall customer journey and experience. Ensure all digital touchpoints offer an enjoyable, intuitive and consistent experience.
• Use data-driven insights to continuously improve the digital user experience and build better experiences for customers and strengthen the relationship they have with Emirates.
• Influence key stakeholders to conceptualize, define, prioritize, design, test and implement User Experience enhancements. Lead the overall UX design process including requirement definition, prototyping, testing, and deployment. Identify and drive innovations, and influence senior stakeholders to obtain buy-in and drive and broader innovation agenda within CCMB.
• Lead a cultural transformation process aiming to effectively integrate the design and technical implementation processes for new enhancements and to measure the success (or failure) of new ideas through through live testing (A/B, multi-variate and usability tests of changes and new ideas) prior to changes going live.

What You Will Do More

• Function as a company-wide advocate for agile technology delivery together with key counterparts in IT. Lead the evolution of Emirates digital User Experience and its content strategy based on user-centric agile principles. Act as a centre of knowledge within CCM&B and the organization. Ensure that the Group is at the forefront of current practices.
• Lead a team of Digital Product Managers (airline and Group brands), Digital designers (user experience, user interface and UX Research) and content operations (publishing, CMS and language localization?). Lead a team of Digital Product Managers (airline) Digital designers and content operations (publishing, CMS and language localization). Create a quality culture and framework to ensure the digital experience is up to the standards of the Emirates brand.
• Oversee and manage the development and maintenance of a usability guidelines framework considering quality. Search Engine Optimization (SEO) requirements for any party who makes changes to the Emirates digital user experience (for example CCM&B, outstation staff or agencies).
• Effectively manage the User Experience team. Ensure that SMART objectives are clearly communicated, career development plans and training for direct reports is provided and provide appropriate mentoring and coaching. Conduct timely annual and interim performance reviews to cultivate a high performance culture. Develop and implement a KPI framework of digital user experience in order to track and measure performance in line with overall department objectives.
• Collaborate closely and effectively with key stakeholders including Customer Strategy & Retention to map and optimise end to end customer journeys and thereby to continuously improve Emirates digital customer experience to become as seamless, intuitive, contextual and personalised as possible.
• Responsible for managing an annual budget. Ensure that expenditures are managed and any variances are controlled effectively working closely with Finance, CCMB and IT. Manage assigned cost centre/s by planning, setting and monitoring the respective budgets. Ensure that agreed targets are met and costs controlled.

Requirements for Role of Vice President Digital Experience

The requirements for the job role of Vice President Digital Experience are as under:

• Degree or Honours (12+3 or equivalent) in a Media, Digital/Communications discipline or a related field.
• 10 years experience with a leading global organization with strong online presence as well as strong strategic focus on UX and content.
• 3 years of experience leading a high performing team in the online / digital industry.
• Experience designing across multiple device types and contexts (desktop, mobile, wearables).
• Experience in web and mobile front-end design and development strongly desired.

Knowledge & Skills Desired

• Strategic mindset and ability to influence in a complex matrix organization.
• Ability to lead a large team and create a culture of quality and world class deliveries.
• Ability to define and articulate a digital strategy that aligns with the wider business.
• Proven ability to define and implement new approaches to complex problems.
• Proven ability to establish best practice models in UX and content management.
• Extensive expertise regarding an iterative UX design approach (build, test, deploy, measure, optimize, test, deploy, etc.).
• Strong visual design skills, including motion design.

Technical Product Manager Emirates Airlines