At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!

The Manager Contact Centre Customer Experience & Business Improvement will lead the design, and development, and delivery of initiatives that enhance customer experience and operational efficiency across Emirates Global Contact Centres. Drive continuous improvement and innovation within the strategic framework, ensuring operational readiness and alignment with business objectives. Collaborate across functions to embed customer-centric practices, elevate service standards, and deliver measurable improvements in satisfaction, efficiency, and loyalty.

In this role you will:

• Lead the design and delivery of initiatives that enhance customer experience and operational efficiency across Emirates Global Contact Centres, driving continuous improvement to achieve measurable outcome.
• Partner with cross-functional teams to align Contact Centre strategies with Emirates wider business objectives and ensure customer-centric design and decision making.
• Identify and drive continuous improvement and innovation opportunities by analysing customer trends, benchspaning best practices, and promoting innovative tools and approaches.
• Develop and govern knowledge management frameworks that equip teams with accurate, timely information to deliver consistent, high-quality customer interactions, capture revenue opportunities, and drive Emirates strategy.
• Support programme governance through the Contact Centre of Excellence (COE) by prioritising initiatives based on strategic impact, monitoring progress and ensuring that results are measurable and sustainable.
• Ensure all initiatives adhere to legal, regulatory, and governance requirements while maintaining a seamless customer experience. Champion inclusivity and accessibility in service design.
• Drive a culture that foster learning, idea-sharing, and adoption of best practices across the Contact Centre and wider business teams.

In order to be successful in this role, you must meet the below requirements:

• 10+ years experience across Business Improvement, Contact Centre Operations and Commercial/Sales roles.
• Degree or Honours (12+3 or equivalent), preferably in Business Improvement, Process/Change Management or a related field.
• Extensive experience in contact centres and retail environments.
• Proven ability to lead small to medium-sized projects and manage direct and indirect teams.
• Strong expertise in Customer Experience methodologies, trends and programmes.
• Solid understanding of airline practices and relevant legal/regulatory requirements.

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!

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers