This arrangement is subject to change based on business requirements. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success. At WestJet, we’re transforming how guests experience travel across our products, services, digital experiences, and operations. As we continue to modernize our business, we’re looking for experienced Business Analysts who can help shape and deliver meaningful change across some of our most strategic initiatives. The Business Analyst, Experience plays a key role in large-scale cross‑functional programs that improve guest experiences, drive operational effectiveness, and enable recent business capabilities. Working across business, technology, operational, digital, and commercial teams, you will help define future‑state experiences, translate business needs into actionable solutions, and support successful implementation. The Business Analyst, Experience is responsible for supporting the planning, design, and delivery of complex transformation initiatives. The role works closely with Program Managers, business leaders, operational teams, technology partners, and external vendors to understand business challenges, define future‑state solutions, and ensure successful implementation. This role requires solid analytical capabilities, business process expertise, and an ability to bridge business and technology teams. The successful candidate will be equally comfortable facilitating discovery workshops with frontline operational teams, documenting technical requirements, supporting agile delivery teams, and helping leaders make informed decisions. Business Analysis & Solution Design Support experience transformation initiatives from discovery through implementation.



Work with Program Managers, sponsors, and stakeholders to understand project objectives, scope, and desired outcomes. Gather, analyze, document, and validate business, operational, and technology requirements. Develop future‑state processes, workflows, business requirements, and operational designs. Create process maps, journey maps, business cases, requirements documentation, and solution recommendations. Translate business needs, assumptions, risks, and requirements into clear functional and technical specifications. Evaluate impacts across guest experience, operations, technology platforms, people, policies, and processes. Lead meetings with business, technology, operational, and external partner teams to advance project outcomes. Support governance activities through preparation of project documentation, reports, recommendations, and executive presentations. Partner closely with technology teams, vendors, architects, and delivery teams throughout implementation. Support agile and waterfall project delivery methodologies as required. Work with development teams to ensure requirements are clearly understood and solutions meet business needs. Support system testing, user acceptance testing, operational readiness, and implementation activities. Assist with issue resolution, change requests, risk identification, and ongoing delivery activities.



Support benefits tracking and measurement of business outcomes following implementation. Operational Transformation Support process redesign activities across commercial, operational, and guest‑facing functions. Help ensure solutions balance guest experience improvements with operational feasibility and business objectives. 3-7 years of experience in a Business Analyst, Process Analyst, Product Analyst, Consultant, or similar role. ~ Demonstrated experience supporting technology-enabled transformation projects. ~ Strong requirements gathering, process mapping, and business documentation skills. ~ Experience facilitating workshops and requirements sessions with business stakeholders. ~ Working knowledge of both Agile and Waterfall delivery methodologies. ~ Bachelor's degree in business, or Technology related fields Experience working within airline, travel, hospitality, retail, or other service‑based industries. Experience supporting digital product, customer experience, loyalty, e‑commerce, retailing, or operational transformation initiatives. Familiarity with customer‑facing technology platforms, mobile applications, CRM/CDP systems, loyalty programs, or enterprise technology solutions. Experience working alongside agile development teams and technology delivery organizations. IIBA, CBAP, CCBA, PMI‑PBA, CAPM, Agile, Scrum, Lean, or related certifications. Experience working within large‑scale enterprise transformation programs. You are a naturally curious problem solver who enjoys understanding how businesses operate and identifying opportunities to improve them. You ask thoughtful questions, challenge assumptions respectfully, and help teams connect business objectives with practical solutions. Most importantly, you are pa

📌 Business Analyst, Experience (Toronto)
🏢 WestJet Group
📍 Toronto