Job Description
Amex GBT is seeking a talented Business Analyst to join our Proactive Traveler Care (PTC) product development team.
What You'll Do
- Define Product Requirements: Collaborate with stakeholders to define product requirements, features, and functionality aligned with business objectives and user needs
- Compose User Stories & Documentation: Develop comprehensive user stories from system, TC, and traveler perspectives; create UI mockups and wireframes as needed to communicate requirements
- Design & Implement Testing: Create and complete User Acceptance Test (UAT) plans to validate that requirements are met and solutions perform as intended
- Enable End Users: Develop end-user guides, training videos, and knowledge base articles to support product adoption and change management
- Provide Technical Support: Solve issues, identify potential solutions, and document findings for continuous improvement
- Leverage Technical Tools: Apply tools such as Postman to simulate disruptions, extract and analyze OTA data, and implement queries across various databases
- Conduct Data Analysis: Extract and analyze existing data to identify trends, validate assumptions, and provide data-driven recommendations; proficiency in Excel and ability to consolidate multiple data sources required
What We're Looking For
- 3+ years of travel industry operational expertise, such as travel agency operations and/or airline operations, Travel Consultant (TC) role experience or deep understanding of TC workflows
- Proficiency with GDS/POS (Point of Sale) systems and travel disruption management
- Solid technical background with ability to understand system architecture and integrations
- Proficiency with Global Distribution Systems (GDS) – minimum 1 system required; experience with 2+ systems (Amadeus, Galileo, Sabre) preferred
- Ability to book and read basic PNRs (required for testing and validation)
- Product & Data Skills: Experience with travel management information systems, reporting tools, and organizational hierarchy setups
- Strong data analysis capabilities: ability to quickly extract, analyze, and interpret data
- Experience with JIRA and Agile development frameworks
- Strong organizational and attention-to-detail skills
- Ability to work onsite minimum 3 days per week
- Availability to work UK timezone business hours (GMT/BST) to align with team collaboration and customer engagement
