Job Summary The Business Analyst - Airport Operations & Customer Services will support operational efficiency and customer experience initiatives by analyzing business processes, operational data, and service performance across airport operations. The role involves coordinating with subject matter experts & stakeholders, identifying improvement opportunities, and support implementation of operational projects.

Key Responsibilities Gather and document business and operational requirements.

Analyze airport operational processes and customer service performance.

Prepare reports, dashboards, and KPI analysis.

Support process improvement and automation initiatives.

Coordinate with airport operations, airlines, IT teams, and service partners.

Conduct gap analysis, root cause analysis, and impact assessments for operational and customer service issues.

Monitor customer feedback and recommend service enhancements.

Monitor operational KPIs and service-level performance.

Develop business process maps, functional specifications, SOPs, and user stories.

Analyze passenger feedback, complaints, and service trends to recommend improvements.

Support customer journey mapping and service enhancement projects.

Work with stakeholders to improve passenger satisfaction and airport service standards.

Assist in developing customer service dashboards and reporting frameworks.

Prepare MIS reports, dashboards, and operational analytics.

Interpret operational and customer data to support business decisions.

Track KPIs such as





Passenger wait times

Queue management

OTP (On-Time Performance)

Baggage delivery & Mishandling performance

Customer NPS

Aircraft Turn Around Time

Safety & Security Parameters

Qualifications & Experience Bachelor’s degree in Business Administration, Aviation Management, Engineering, or related field.

3–7 years of experience in business analysis, airport operations, or customer service environments.

MBA or Aviation or airport industry experience preferred.

Required Skills Solid analytical and problem-solving skills

Knowledge of operations or customer service processes

Proficiency in Excel, Power BI, or reporting tools

Excellent communication and stakeholder management

Experience in process documentation and business analysis Key Performance Indicators (KPIs) Improvement in operational efficiency

Reduction in passenger complaints

Enhanced customer satisfaction scores

Timely project delivery

Process compliance and SLA achievement

Operational reporting accuracy Preferred Certifications CBAP / CCBA

Lean Six Sigma

PMP / Agile Certification Key Competencies Customer focus

Operational excellence

Data-driven decision-making

Collaboration and coordination

Continuous improvement mindset Safety Responsibilities Be aware of and comply with his / her safety responsibilities and accountabilities as laid down in the IndiGo SMS Manual.

The risk tolerability is as per the risk matrix from the IndiGo SMS program.

📌 Manager - AO&CS in the role of Business Analyst, Gurgaon (Gurugram)
🏢 IndiGo (InterGlobe Aviation
📍 Gurugram