Airlines - Corporate Operations

Description:

FUNCTION: The E-commerce Business Analyst (BA) combines his/her knowledge of digital, data, web analytics, user behavior, traveler needs and airline business rules to craft detailed requirements for distinctive web site and mobile customer experiences. The BA uses data from web analytics tools to understand customer movement though web and mobile applications, develops insights and justifies digital enhancements.

DUTIES AND RESPONSIBILITIES:

Through a structured discovery process, the BA develops a deep understanding of business and customer needs to craft business and user interface requirements for website, mobile, marketing, and email functionality. Oversees user acceptance testing to ensure functionality performs as required.

Works with Marketing and Revenue Management teams to build site, marketing and commerce features that grow channel share, improve conversion rates, enable micro-targeted offers and drive incremental revenues. Partner with Airport Operations and Call Centre teams to build digital customer service features that enhance the customer’s service and travel experience. Works hand-in-hand with IT teams on all projects.

Conducts user flow analysis to drive site features and enhancements. Also assists with managing site page content through a content management system.
•Conducts discovery for digital and mobile business requirements for a variety of complex commerce, service and marketing functionality. Works with designers and digital agencies to develop and test user interfaces concepts. Documents business and UI/UX requirements for coding by agency and/or IT teams.
•Conducts user acceptance testing for web site and functionality development, tracks and prioritizes bugs.
•Conducts web site performance reporting and user analysis focused on user web site and mobile activities. Creates automated and adhoc web site KPI metrics; works to identify and share user insights on a continuous basis.
•Assists in making changes to web site content through a content management system.
•Leads other digital projects as assigned
•Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
•All other areas of responsibility as assigned

Requirements:

QUALIFICATIONS AND REQUIREMENTS:
•3+ years e-commerce product development experience as a business analyst writing complex business and UI requirements for transaction based web sites; airline experience preferred.
•Highly effective project management skills with the ability to lead multiple projects at one time in a fast-paced, ever-changing, deadline-driven environment. Must be comfortable working in an unstructured environment with the ability to build organizational processes and implement change.
•Hands-on experience in web analytics required with experience using analytics tools such as Omniture, Google Analytics or similar.
•Strong working knowledge of Internet technologies related to site tagging, user tracking and content delivery.
•Ability to summarize data and insights into executive-level presentations.
•Excellent writing skills required.
•BA/BS required

LOCATION
•Billy Bishop Toronto City Airport – YTZ

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