Business Analyst, Experience

Work arrangement

• The role requires in-person collaboration up to five days per week; the arrangement may change based on business requirements.

Role overview

Key responsibilities

• Support transformation initiatives from discovery through implementation; clarify objectives, scope, and desired outcomes with program managers, sponsors, and stakeholders.
• Gather, analyze, document, and validate business, operational, and technology requirements; assess current processes and define future-state workflows and designs.
• Create process maps, journey maps, business cases, requirements documents, functional and technical specifications, and solution recommendations.
• Facilitate workshops and working sessions; build stakeholder alignment and resolve issues, bottlenecks, and dependencies.
• Partner with technology teams, vendors, architects, and delivery teams; support Agile and Waterfall delivery, testing, operational readiness, implementation, and issue resolution.
• Assess impacts on guest experience, frontline teams, operations, technology, people, policies, and processes; support process redesign and organizational readiness.
• Support governance materials, risk and change activities, benefits tracking, and measurement of outcomes after implementation.

Required qualifications

• 3–7 years of experience in business analysis, process analysis, product analysis, consulting, or a similar role.
• Experience supporting technology-enabled transformation projects and facilitating stakeholder workshops and requirements sessions.
• Strong requirements gathering, process mapping, and business documentation skills; experience creating documentation with Visio, Miro, Lucidchart, or similar tools.
• Ability to work across stakeholder groups and manage competing priorities; strong analytical, problem-solving, and critical-thinking capabilities.
• Strong verbal, written, and presentation communication skills; 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 other service-based industries is preferred.
• Digital product, customer experience, loyalty, e-commerce, retailing, or operational transformation experience is preferred.
• Familiarity with customer-facing technology, mobile apps, CRM/CDP systems, loyalty programs, enterprise platforms, or large-scale transformation is preferred.
• Experience alongside Agile development teams and technology delivery organizations is preferred.
• IIBA, CBAP, CCBA, PMI-PBA, CAPM, Agile, Scrum, Lean, or related certifications are preferred.

Benefits

• WestJet offers travel privileges for employees and family, savings and benefit programs, and a competitive total rewards package.