Business Analyst, Travel Research and Analysis

International SOS

About The Position

The Business Analyst, Travel Research & Analysis investigates travel booking issues, customer complaints, operational discrepancies, and travel technology platform defects. Working closely with the Senior Manager, Travel Research & Analysis, the role conducts detailed research and root cause analysis, identifies corrective actions, and supports resolution of customer and operational issues. The position requires strong analytical and problem-solving skills, extensive travel industry knowledge, proficiency navigating travel reservation systems and analyzing booking data, and the ability to collaborate across Product, Technology, Operations, Finance, and Customer Service.

Requirements

Bachelor's degree in Business, Travel Management, Information Systems, Hospitality, or a 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 in writing in a polished and professional manner.
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.
Knowledge of root cause analysis, business analysis, travel industry practices, data analysis, problem solving, research and investigation, customer focus, process improvement, documentation, critical thinking, and stakeholder management.

Nice To Haves

Experience with Sabre GDS, including air reservations, ticketing, exchanges, refunds, queue management, and PNR analysis.
Familiarity with Sabre Red 360, Sabre APIs, NDC content, and airline servicing workflows.
Understanding of travel agency back-office operations, including ARC processing, BSP processing, ticket reconciliation, refund management, debit memos, credit memos, and 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.

Responsibilities

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.
Analyze reported platform defects and system issues affecting 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.
Serve as a subject matter expert on booking processes for 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.
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.
Translate operational and customer issues into clearly documented business requirements.
Assist in developing process improvements and operational controls.
Support User Acceptance Testing activities for system enhancements and defect fixes.
Create workflows, process documentation, and knowledge base materials.
Partner with Product Management, Technology Teams, Customer Service, Supplier Relations, Finance and Reconciliation Teams, and Travel Operations.
Participate in defect review meetings and issue-resolution discussions.
Communicate findings and recommendations to business stakeholders.