Business Analyst, Travel Research and Analysis

The Business Analyst, Travel Research & Analysis is responsible for investigating travel booking issues, customer complaints, operational discrepancies, and travel technology platform defects. This role partners closely with the Senior Manager, Travel Research & Analysis to conduct detailed research, perform root cause analysis, identify corrective actions, and support the resolution of customer and operational issues.
The ideal candidate combines strong analytical and problem-solving skills with extensive travel industry knowledge. They must be able to navigate travel reservation systems, analyze booking data, understand travel agency workflows, and work cross-functionally with Product, Technology, Operations, Finance, and Customer Service teams to improve platform performance and customer satisfaction.
Research & Investigation
•Investigate complex customer issues, booking discrepancies, ticketing problems, refund requests, and service failures.
•Research travel records, reservation data, transaction history, GDS activity, supplier information, and customer interactions to identify root causes.
•Document research findings and provide detailed recommendations for resolution.
•Assist with high-priority customer escalations requiring detailed analysis and investigation.
Defect Analysis & Root Cause Identification
•Analyze reported platform defects and system issues impacting customers or operations.
•Document business requirements and defect details for technical teams.
•Travel Operations Support
•Serve as a subject matter expert on travel booking processes across air, hotel, car rental, and ancillary travel products.
•Assist operational teams in researching complex reservation and servicing challenges.
Data Analysis & Reporting
•Analyze booking data, customer complaints, operational metrics, and defect trends.
•Identify recurring customer pain points and recommend improvements.
•Monitor issue resolution effectiveness and customer recovery outcomes.
Business Requirements & Process Improvement
•Translate operational and customer issues into clearly documented business requirements.
•Assist in developing process improvements and operational controls.
•Support User Acceptance Testing (UAT) activities for system enhancements and defect fixes.
•Create workflows, process documentation, and knowledge base materials.
Product Management, Technology Teams, Customer Service, Supplier Relations, Finance and Reconciliation Teams, Travel Operations
•Communicate findings and recommendations to business stakeholders.
Experience investigating and resolving complex business or customer issues.
•Ability to analyze large data sets and identify patterns and trends.
•Root Cause Analysis
•Business Analysis
•Travel Industry Knowledge
•Data Analysis
•Research & Investigation Customer Focus
•Process Improvement
•Work Experience & Qualifications:
Bachelors degree in Business, Travel Management, Information Systems, Hospitality, or related field.
•3-5+ years of experience in travel operations, travel technology, business analysis, or customer issue management.
•Ability to communicate in English (verbally and written) in a polished and professional manner is required.
Air reservations, Ticketing, Exchanges, Refunds, Queue management, PNR analysis
• Sabre Red 360, Sabre APIs, NDC content, Airline servicing workflows
• Understanding of travel agency back-office operations including: ARC processing, BSP processing, Ticket reconciliation, Refund management, Debit memos, Credit memos, Quality control procedures
•Experience with online booking tools and travel technology platforms.
•Advanced Microsoft Excel skills.
•Experience with reporting tools such as Power BI, Tableau, SQL, or similar platforms.
Must have a dedicated, quiet, and private workspace free from distractions.
•Ability to sit and remain at a desk for extended periods (up to 8 hours per day) while operating a computer and telephone headset.
•Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
•May occasionally require walking, standing, or light lifting (up to 10 pounds) of equipment such as a laptop or office supplies
Aspire Lifestyles is committed to ensuring accessibility for all persons with a disability and to providing excellence in serving all customers including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.