Guest bio
- Divisional Senior Vice President of Emirates Skywards, with nearly 35 years in the global airline and travel industry.
- Since 2015 has turned Skywards from a frequent flyer programme into a lifestyle loyalty platform with over 30 million members.
- Former Emirates Group chief technology officer, with a University of Michigan PhD in industrial and operations engineering.
Nejib Ben-Khedher is Divisional Senior Vice President of Emirates Skywards, with nearly 35 years in the global airline and travel industry. He began his career with the pioneering team at American Airlines Decision Technologies and held executive roles at Travelocity in North America and Sabre Holdings. He joined the Emirates Group in 2012, serving as deputy CIO, senior vice president of business technology and Group chief technology officer, and since 2015 has led Skywards, transforming it from a frequent flyer programme into a lifestyle loyalty platform with more than 30 million members and partnerships spanning over 400 brands and 100 financial institutions. He holds a PhD in industrial and operations engineering from the University of Michigan and master's degrees in robotics, information technology and air transportation from engineering schools in Toulouse.
Show notes
In this episode of Money Majlis, host Suvo Sarkar talks to Dr. Nejib Ben-Khedher, Divisional Senior Vice President of Emirates Skywards, to explore the remarkable evolution of one of the world’s most ambitious loyalty programs. With over 35 years of global experience in the airline and travel industry, Dr. Ben-Khedher shares how he has led Skywards’ transformation from a traditional frequent flyer program into a dynamic lifestyle ecosystem serving more than 35 million members across 180 countries.
You will discover the drivers behind Skywards’ explosive growth, including its shift from focusing solely on frequent flyers to embracing a diverse, global membership. Dr. Ben- Khedher reveals how partnerships-with over 400 brands, 100+ financial institutions, and major lifestyle players-have become the heart of Skywards’ strategy, making the program relevant to members’ daily lives, not just their travel.
The conversation delves into the power of data and technology in personalizing member experiences, balancing innovation with privacy and trust. Dr. Ben-Khedher discusses the challenges of competing in a crowded loyalty landscape, the importance of emotional engagement, and the program’s industry-first innovations like Cash+Miles, Skywards Every Day, and Skywards Exclusives. He addresses common critiques about redemption value and dynamic pricing, providing clarity on how Skywards maintains fairness and transparency for its members. He also touches on the future of loyalty, the role of Dubai as a global hub, and leadership lessons from decades of transformation and growth.
Why does Skywards upgrade one customer every minute? Should airline loyalty programs focus on customer value or financial valuation? How important is it to learn from other industries? And how is Skywards emerging as the happiness currency of Dubai?
This episode is a must-listen for anyone interested in the future of loyalty, digital ecosystems, and customer experience-whether you’re in travel, fintech, or beyond.
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