Senior Business Analyst Operations Transformation

Contract Duration: 12 Months Contract

Role Purpose

To support the Operations Division in the successful delivery of the Guest Disruption Recovery Programme by analyzing business processes, operational data, and stakeholder requirements.

The role will translate business needs into clear requirements, process designs, acceptance criteria, and implementation documentation while supporting process optimization, technology implementation, and improved guest recovery outcomes during irregular operations.

Key Accountabilities

• Elicit, analyze, and document business requirements from Operations stakeholders, ensuring requirements are clear, complete, and aligned with programme objectives.
• Map current-state and future-state operational processes, identifying gaps, pain points, dependencies, inefficiencies, and opportunities for process optimization.
• Apply structured process improvement and Lean optimization principles to improve operational workflows, coordination, decision-making, and guest recovery.
• Support operational transformation initiatives, including the implementation of new systems, processes, and technology-enabled solutions.
• Support the development of business cases, options analysis, benefits tracking, and impact assessments for proposed solutions.
• Translate business requirements into functional specifications, user stories, process designs, and acceptance criteria for technology and operational delivery teams.
• Analyze operational performance data, disruption scenarios, root causes, and trends to provide actionable business insights.
• Coordinate with cross-functional teams including Network Operations, Flight Operations, Crew, Guest Experience, DTI, and other relevant business areas.
• Facilitate workshops, interviews, and working sessions, capturing requirements, decisions, actions, and outcomes.
• Support testing, UAT, change readiness, system implementation, and go-live activities to ensure solutions meet business and operational requirements.
• Maintain programme documentation including requirements logs, process maps, risks, issues, assumptions, decisions, and action trackers.
• Promote continuous improvement by identifying lessons learned, monitoring benefits, and recommending enhancements to operational processes and tools.

Skills & Competencies

• Strong business analysis, requirements gathering, and process mapping capabilities.
• Strong understanding of process optimization and continuous improvement methodologies, including Lean principles.
• Ability to map complex end-to-end operational workflows and translate them into clear functional and business requirements.
• Experience supporting business transformation and system implementation projects.
• Strong analytical and problem-solving capabilities.
• Excellent stakeholder management, workshop facilitation, and communication skills.
• Ability to work effectively between business, operational, and technology teams.
• Good understanding of airline or other complex, time-critical operational environments.
• Experience with tools such as Microsoft Excel, PowerPoint, Visio, Power BI, JIRA, and Confluence, or equivalent.
• Structured, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.

Education & Experience

• Bachelor's degree in Business Administration, Information Systems, Engineering, Aviation Management, or a related discipline.
• Minimum 4–5 years of relevant experience in business analysis, process management, operations, consulting, or transformation.
• Experience supporting operational transformation, process improvement, or technology-enabled change programmes.
• Previous airline/aviation experience is strongly preferred. Experience within transport, logistics, or another time-critical operational environment may also be considered.
• Proven experience documenting business requirements, process flows, functional specifications, user stories, and test scenarios.
• Experience working with cross-functional stakeholders and supporting workshops, governance forums, testing, and implementation activities.
• Experience in disruption management, irregular operations, guest recovery, service recovery, passenger servicing, or customer communications is advantageous.
• Business Analysis certifications such as CBAP, CCBA, PMI-PBA, Agile BA, or equivalent are advantageous.
• Previous consulting experience, particularly involving transformation or process improvement projects, is advantageous.