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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.

Key Responsibilities:

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.

Key Skills:

- Robust 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

📌 Business Analyst, Travel Research and Analysis (Canada)
🏢 International SOS group
📍 Canada