Business Analyst, Travel Research and Analysis

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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.
• Review system logs, booking workflows, and operational processes to determine where failures occurred.
• 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.
• Work with Product and Technology teams to reproduce issues and identify root causes.
• Document business requirements and defect details for technical teams.
• Validate that reported fixes fully resolve identified issues.
• Track recurring issues and identify trends requiring broader corrective action.

Travel Operations Support

• Serve as a subject matter expert on travel booking processes across air, hotel, car rental, and ancillary travel products.
• Analyze end-to-end booking workflows to identify process gaps and operational inefficiencies.
• Support investigations involving ticket exchanges, cancellations, refunds, schedule changes, and supplier-related issues.
  
  Assist operational teams in researching complex reservation and servicing challenges.

Data Analysis & Reporting

• Analyze booking data, customer complaints, operational metrics, and defect trends.
• Create reports, dashboards, and summaries to support management decision-making.
• 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.

Cross-Functional Collaboration

• Partner with:
  
  Product Management,Technology Teams,Customer Service,Supplier Relations,Finance and Reconciliation Teams,Travel Operations
• Participate in defect review meetings and issue resolution discussions.
• Communicate findings and recommendations to business stakeholders.

• Strong analytical and critical-thinking skills.
• Experience investigating and resolving complex business or customer issues.
• Ability to analyze large data sets and identify patterns and trends.
• Strong organizational and documentation skills.
• Excellent written and verbal communication skills. Root Cause Analysis
• Business Analysis
• Travel Industry Knowledge
• Sabre Expertise
• Data Analysis
• Problem Solving
• Research & Investigation Customer Focus
• Process Improvement
• Documentation
• Critical Thinking
• Stakeholder Management

• Bachelor's 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.

• Experience working with Sabre GDS including:
  Air reservations, Ticketing, Exchanges, REfunds, Queue management, PNR analysis
• Familiarity with:
  Sabre Red 360,Sabre APIs,NDC content,Airline servicing workflows
• Understanding of…