Business Analyst – Customer 360 (Aviation & Data)

About This Role

The Company Cognizant (NASDAQ:CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant has over 340,000 employees as of January 2025. Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 1000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world.

Cognizant Consulting At Cognizant, our consultants orchestrate the capabilities to truly change the game across strategy, design, technology and industry/functional knowledge to deliver insight at speed and solutions at scale. Our consulting services elevate the unique abilities and business aspirations of customers and employees and build relationships based on trust and value.

Role Purpose We are seeking an experienced Customer 360 Business Analyst to support the design and delivery of a unified customer view across the airline’s digital, commercial, and operational platforms. This is a data centric BA role, requiring strong experience in customer data, integrations, and analytics, combined with a solid understanding of the aviation domain. The role will work across multiple workstreams to enable personalized customer experiences, effective communications, and data driven decision making.

Key Responsibilities

• Elicit, analyze, document, and manage business and technical requirements across Customer 360 and related workstreams
• Work closely with business stakeholders (Commercial, Marketing, Digital, Loyalty, Operations) to understand end to end customer journeys across the airline ecosystem
• Analyze customer data flows, data feeds, schemas, and integration points between CRM, marketing, loyalty, booking, and operational platforms
• Support data migration and data transformation initiatives, ensuring data quality, consistency, and traceability
• Collaborate with architects, developers, data engineers, and vendors to validate solution designs against business and data requirements
• Translate complex data and platform concepts into clear business artefacts, including:
• Process maps and journey flows
• User stories and epics
• Data mappings and integration specifications
• Acceptance criteria and test scenarios
• Act as a bridge between business and technology teams to ensure Customer 360 solutions deliver measurable business outcomes
• Support Agile delivery ceremonies including backlog refinement, sprint planning, and reviews

Essential Skills & Experience

• Proven experience as a Business Analyst within technology led or data driven transformation programmes
• Strong background in customer data, analytics, or Customer 360 initiatives
• Aviation industry experience (airline, airport, loyalty, or travel technology) is critical
• Hands on data analysis capability, with the ability to:
• Interpret data models, schemas, and data feeds
• Understand integration patterns and APIs
• Work effectively with data engineers and analytics teams
• Prior experience as a Data Analyst or in a data heavy BA role is a strong advantage
• Experience with customer communications, CRM, marketing automation, or loyalty platforms
• Exposure to Adobe Journey Optimizer and/or Amadeus platform
• Strong understanding of Agile delivery methodologies
• Excellent written and verbal communication skills, with the ability to engage senior stakeholders

Desirable Experience

• Customer personalization, segmentation, or real time decisioning use cases
• Working in large, complex, multi vendor environments

Key Competencies

• Strong analytical and problem solving mindset
• Data driven thinking with attention to detail
• Ability to work across business and technical teams
• Comfortable operating in ambiguity and fast paced transformation environments
• Customer centric mindset aligned to Etihad’s premium brand experience