Emirates Group

Our Corporate Communications, Marketing and Brand team is responsible for conveying the essence of Emirates Group. Our team is pivotal in representing the attitudes, beliefs and goals of our organisation across the globe, both internally and with our customers alike!

The purpose of the UX & CX Research Manager is to inform and influence product, service and brand decisions with exceptional insights about people, technology and services in the travel domain. The UX & CX Research Manager will understand the customers who are engaged across our brand, digital platforms and touchpoints, gleaning insights to drive direction and strategy.  This position will partner with product and marketing teams to identify where we should evaluate ideas, concepts, and existing experiences, and assist the team in making critical decisions affecting the brand and customer experience.  
Your research will help Emirates create useful, usable, and delightful new experiences and features for customers as well as continually innovating on our existing digital experience, while also supporting broader customer experience programmes such as Brand Health Tracking and journey measurement initiatives.

In this role, you will:

• Explore opportunities, generate product and service ideas, evaluate designs-in-progress, and conduct research to explain customer behaviour through qualitative and quantitative methods.
• Guide team members to help them work effectively with product teams and teach them about research methods. Foster a collaborative, high-performance, friendly and passionate team environment.
• Identify problems/ common user pain-points and propose solutions, validate the same through market research, user-centric and data-centric testing/optimisation efforts.
• Advise on best practices for web content solutions, usability guidelines by being an advocate for the user and for each working/stakeholder group to meet their objectives thereby balancing user needs and business goals. Collaborate with Design, Product, Analytics, Technology, and Marketing leaders.
• Lead and deliver the direction for the digital customer journey, optimising customer engagement, conversation, retention and overall user experience.
• Work closely with the Digital Marketing team and other relevant CCM&B stakeholders in order to oversee the prioritisation of the Digital roadmap and achieve the KPIs and goals from the Digital team.
• Establish UX research methods and design strategy for Emirates digital platforms. Ensure the UX function has access to the right data, tools and analytics to make effective recommendations.
• Ensure effective and consistent user experience and design language across the Emirates Group. Deliver customer experiences that are on-brand and best-in-class within the travel industry
• Maintain design guidelines and references for the digital channels and ensure appropriate governance measures are in place.
• Responsible for user experience design including approach, framework processes, tools and techniques.

To be considered for this role, you must meet the below requirements:

• Completed BA/BS Degree (12+3 or equivalent) in Human-Computer Interaction, Statistics, Psychology, Computer Science or a related field, or equivalent practical experience.
• Experience minimum of 4 or more years of Digital UX Research experience for web and / or mobile in a consumer brand. 
• Minimum of 2 or more years of experience in a people management role in a UX Research team.
• Deep understanding of UX research methods, with experience in both qualitative and quantitative research.
• Demonstrated ability to plan and conduct research in close collaboration with people in a variety of roles, including design, technology, product management and business stakeholders.
• Ability to communicate clearly, concisely, and persuasively, both verbally and in writing.
• The drive to explore and define UX research opportunities across Emirates digital landscape.
• Ability to create wireframes as well as interactive prototypes
• Proficient with user experience /interface design patterns process and standard UCD methodologies
• Facilitation of usability testing and research to define and refine existing and/or new interfaces
• A good understanding of web standards and accessibility standards.

At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're 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