Business Analyst, Experience

Role overview

Business analysis and solution design

• Support transformation initiatives from discovery through implementation and clarify project objectives, scope, and outcomes.
• Gather, analyze, document, and validate business, operational, and technology requirements.
• Assess current-state processes, systems, and experiences; identify improvement opportunities and develop future-state processes and operational designs.
• Create process maps, journey maps, business cases, requirements documents, and solution recommendations.
• Translate needs, assumptions, and risks into functional and technical specifications; assess impacts across guests, operations, technology, people, policies, and processes.

Stakeholder and delivery support

• Facilitate workshops and discovery sessions; lead meetings with business, technology, operational, and external partner teams.
• Build alignment among stakeholders and help resolve issues, bottlenecks, and dependencies.
• Prepare governance documentation, reports, recommendations, and executive presentations.
• Partner with technology teams, vendors, architects, and delivery teams; support Agile or Waterfall delivery as required.
• Support system testing, user acceptance testing, operational readiness, implementation, issue resolution, and benefits tracking.

Operational transformation

• Assess proposed changes for impacts on frontline teams, guest touchpoints, and operational processes.
• Support process redesign across commercial, operational, and guest-facing functions.
• Balance guest experience improvements with operational feasibility and business objectives; contribute to change management and organizational readiness.

Required qualifications

• 3–7 years of experience in a Business Analyst, Process Analyst, Product Analyst, Consultant, or similar role; experience supporting technology-enabled transformation projects.
• Strong requirements gathering, process mapping, business documentation, workshop facilitation, stakeholder management, analytical, problem-solving, and critical-thinking skills.
• Strong verbal, written, and presentation communication skills; experience managing competing stakeholder priorities.
• Experience creating process documentation with Visio, Miro, Lucidchart, or similar tools; working knowledge of Agile and Waterfall methodologies.
• Bachelor’s degree in business or a technology-related field.

Preferred qualifications

• Experience in airline, travel, hospitality, retail, or another service-based industry; digital product, customer experience, loyalty, e-commerce, retailing, or operational transformation experience.
• Familiarity with customer-facing technology, mobile applications, CRM/CDP systems, loyalty programs, or enterprise technology; experience with agile development teams or large-scale enterprise transformation.
• IIBA, CBAP, CCBA, PMI-PBA, CAPM, Agile, Scrum, Lean, or related certification.

Benefits

• Travel privileges for the employee and family, flexible savings and benefits programs, and a collaborative workplace culture.

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