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
- Strong 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.
