Business Analyst

The objective of this program is to modernize and transform the reservation system that the customer agents use today. The system that they have is outdated and difficult to use, so they are transforming the agent experience. It helps with exchanging existing reservations, refunds, cancellations etc.
They have completed a lot of the foundational features. They are continuing to plan for and implement this new space. The team is responsible for creating the vision overall for the product. They work cross functionally with other teams to design and create it, her team just drives it.
She wants this person to have product owner/business analyst background. Process mapping, capturing requirements, and translating them into the vision and the process flow. They will be working closely with UX and IT to design the solution based on the requirements and build and test the solution. They will be involved in the whole lifecycle of this change.


Must Have-
Detail oriented and able to quickly understand the details overall
Be able to identify requirements based on real world scenarios
Business analyst who has worked very cross functionally
Good communication is an absolute must - being proactive, communication with teams etc. is key
Excel/Jira - this is where there requirements are


Nice to have-
Airline background/baseline
Technical background


*Individuals with an industrial engineering background/process background would be beneficial.

As a Business Analyst, your mission is to improve the customer and employee experience while delivering innovative solutions through technology and process enhancements in the Customer Contact Centers. You will be working with cross-functional, motivated teams on highly visible and valuable projects. Serve as thought leader for business processes, developing forward-thinking functionality that promote efficiency and productivity.


Function as a Business Analyst for Customer Contact Center products. Develop and maintain subject matter expertise in all product aspects including policies and procedures. Understand the current business processes and define future state process.


Execute key aspects of projects and programs by supporting the entire product lifecycle, including writing detailed business requirements; participating in agile rituals; analyzing data to ensure product features are aligned with objectives; working with user experience (UX) to ensure story intent; working with development (IT) and testing (QA) teams to understand the boundaries of a story; contributing to the overall definition of strategy and scope, including working with business stakeholders to understand the goals; and identifying and sharing opportunities for improvement across product and process.


Define, document, and test real-world business use cases for the features and workflow with cross functional teams and business stakeholders (Contact Centers, Digital Products, UX, Technology, Training, Operations, Customer Experience, Marketing, Loyalty, Sales, and more). Identifies opportunities for improvement across product, process, and team


Manage projects, develop project plans and monitor performance. Communicate effectively with stakeholders and partners throughout the project. Proactively identify and manage interdependencies and risks


Ensure that new processes/innovation are successfully passed to training and change management partners to drive successful adoption


Leverage customer and employee insights to make data-driven, customer-centric decisions

• 2-4 years of product owner experience. Understanding of business analysis or industrial engineering or information technology related fields
• Experience creating and writing detailed business requirements
• Excellent written and verbal communication skills
• Strong working knowledge of customer and employee service flows
• Strong project management and problem resolution skills
• Ability to adapt to changing business environment and priorities
• Competency in Microsoft applications including Word, Excel, and Outlook
• A track record of following through on commitments
• Strong organizational and time management skills
• BS/BA degree required