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 clear 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 requirements for merchandising fares, bundles, ancillaries, and promotional campaigns across the funnel and post-booking surfaces.
- Facilitate stakeholder communication through requirement walkthroughs, UAT support, change requests, and explicit documentation of trade-offs and dependencies.
- Support UAT, defect triage, and post-go-live validation in collaboration with QA and Digital IT.

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