Role: Retail Domain Business Analyst-Direct Sales
Desired Experience Range: 7-12 years of actual BA experience
Location: PAN INDIA
Desired Competencies (Technical/Behavioral Competency): Must-Have
Technical:

We are looking for a Retail Business Analyst – Direct Sales to support the end-to-end customer-facing digital experience across our website, mobile app, booking flow, and Manage Order journey. You will be responsible for gathering requirements, analyzing customer journeys and funnel performance, and translating business needs into transparent documentation that enables our Product, Digital IT, and Commercial teams to deliver measurable improvements.
This role sits at the intersection of commercial performance, Digital IT, and customer experience. You will work closely with Product Managers, Digital IT, UX, Design, Data, Commercial, Revenue Management, Marketing, and Customer Service to support initiatives that improve conversion, ancillary attach rate, NPS, and self-service adoption.

Elicit, analyze, and document business requirements through stakeholder interviews, workshops,



and process mapping — and translate them into clear BRDs, FRDs, user stories, and acceptance criteria.
Define and maintain As-Is and To-Be process flows, user journey maps, and wireframe-level documentation in partnership with UX and Product.
Support the tracking of north-star metrics (conversion, ancillary revenue per passenger, look-to-book, self-service rate, NPS) by producing dashboards, ad-hoc analyses, and insight summaries.
Identify opportunities through session replays, funnel analytics, customer surveys, and competitive benchmarking against other carriers — including how peers merchandise fares, ancillaries, and campaigns.
Support the experimentation program by helping formulate hypotheses, documenting A/B test requirements, coordinating with the data team on results interpretation, and recommending next steps.
Partner with Commercial, Revenue Management, and Marketing to document req

📌 Retail Business Analyst (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai