Business Analyst, Experience

Why WestJet
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 new 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.

Overview of the role
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 strong 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.
Success in this role requires curiosity, critical thinking, strong stakeholder management skills, and a passion for improving guest and employee experiences.

Key Responsibilities

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.
Assess current-state processes, systems, and experiences while identifying opportunities for improvement.
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.

Stakeholder Management & Facilitation

Facilitate workshops, working sessions, and discovery activities with stakeholders across the organization.
Lead meetings with business, technology, operational, and external partner teams to advance project outcomes.
Build alignment across stakeholders with diverse priorities and perspectives.
Work collaboratively to identify and resolve issues, bottlenecks, and dependencies.
Support governance activities through preparation of project documentation, reports, recommendations, and executive presentations.

Technology & Delivery Support

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

Assess impacts of proposed changes on frontline teams, guest touchpoints, and operational processes.
Support process redesign activities across commercial, operational, and guest-facing functions.
Help ensure solutions balance guest experience improvements with operational feasibility and business objectives.
Contribute to change management and organizational readiness activities that support successful adoption.

Experience & Qualifications

Required

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.
Proven ability to work across multiple stakeholder groups and manage competing priorities.
Exceptional analytical, problem-solving, and critical-thinking capabilities.
Strong verbal, written, and presentation communication skills.
Experience creating process documentation using tools such as Visio, Miro, Lucidchart, or similar platforms.
Working knowledge of both Agile and Waterfall delivery methodologies.
Bachelor's degree in business, or Technology related fields

Preferred

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.

Who You Are
You are a naturally curious problem solver who enjoys understanding how businesses operate and identifying opportunities to improve them.
You can move seamlessly between strategy discussions, operational process reviews, and detailed solution requirements. You ask thoughtful questions, challenge assumptions respectfully, and help teams connect business objectives with practical solutions.
Most importantly, you are passionate about improving experiences for guests and employees while helping deliver meaningful business outcomes.