Business Analyst, Travel Research and Analysis

Must be located in Ontario, Canada

Description

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.

Knowledge, Skills & Competencies

• 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

Work Experience & Qualifications

• 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.

Preferred Qualifications

• 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 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.

Work Environment & Physical Requirements

• 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.
• Reliable high-speed uninterrupted internet connection meeting minimum company standards.
• Ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Clear, polished and professional verbal & written communication and active listening skills to effectively interact with clients and team members.
• 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.