Business Analyst – Airline eCommerce & Disruption Management
Cinergie Digital · Dubai, Dubai, United Arab Emirates
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Work visa, air tickets, medical insurance, gratuity, paid time offExperience: Minimum 4 years of Business Analysis experienceReference: FZ-AE-531Cinergie Digital is hiring a Business Analyst to support the Disruption Management tool and Welfare Module for a leading airline client. You will gather and translate business needs into clear requirements for airline eCommerce and digital products, shape IRROPS (disruption management) and customer recovery journeys, and work within an Agile product team alongside business, operations, UX and technology stakeholders.Key Responsibilities
- Collaborate with business stakeholders, Product Owners, UX and technology teams to gather, analyse and document requirements for airline eCommerce and digital products.
- Translate business needs into user stories, functional requirements, process flows, business rules and acceptance criteria.
- Analyse and optimise end-to-end customer journeys across web and mobile, including flight search, booking, ancillary sales, payments, manage booking, check-in and post-booking servicing.
- Define solutions for disruption management (IRROPS) scenarios, including flight delays, cancellations, schedule changes, rebooking, refunds, vouchers and customer recovery journeys.
- Assess the impact of airport operations, passenger services, check-in, boarding, baggage handling and customer servicing on the digital customer experience.
- Support product-led Agile delivery through backlog refinement, sprint planning, solution design, testing and release activities.
- Conduct feasibility studies, impact assessments, gap analysis and process improvement initiatives.
- Work with UX/UI teams to improve customer experience, conversion, digital adoption and self-service capabilities.
- Define and support User Acceptance Testing (UAT) to ensure delivered solutions meet business and customer requirements.
- Monitor business and product performance against relevant KPIs and recommend data-driven improvements.
- Act as the primary liaison between business and technology teams, keeping both aligned across the delivery lifecycle.
- Keep up with airline industry trends, digital commerce innovations and emerging technologies to drive continuous improvement.Required Skills
- Business Analysis and Requirements Management, including user stories, acceptance criteria and functional requirements.
- Agile Product Delivery within cross-functional product teams.
- Customer Journey and Process Analysis, with proven business process modelling, workflow analysis and impact assessment.
- Airline eCommerce domain knowledge: booking flows, customer servicing, ancillary products and digital customer journeys.
- IRROPS (Disruption Management) analysis and solution design.
- Knowledge of airline operations: airport operations, passenger services, departure control, check-in, boarding, baggage services and disruption management.
- Experience delivering enhancements across web, mobile applications and customer-facing digital platforms.
- Digital product management, customer experience optimisation, and data-driven decision making and performance monitoring.
- Experience with requirement capture and defect management tools such as Azure DevOps or similar.
- Strong analytical, problem-solving, communication and facilitation skills.Candidate Profile
- Minimum 4 years of Business Analysis experience, preferably in airline, travel, eCommerce or digital product environments.
- Strong stakeholder management, able to collaborate effectively with business, operational and technology teams.
- Familiarity with digital analytics, customer journey mapping, API integrations and UX principles is preferred.
- Professional certifications such as CBAP, PMI-PBA, PSPO, CSPO or Agile Business Analysis are advantageous but not mandatory.
- Able to work onsite in Dubai from the start date.