The company is seeking an experienced Customer 360 Business Analyst to support the design and delivery of a unified customer view across the airline’s digital, commercial, and operational platforms. This role is data-centric and requires strong experience in customer data, integrations, and analytics, as well as a solid understanding of the aviation domain. The successful candidate will enable personalized customer experiences, effective communications, and data-driven decision making.
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Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
Work Conditions: Hybrid, Full-time
Key Responsibilities
- Elicit, analyze, document, and manage business and technical requirements across Customer 360 and related workstreams.
- Collaborate with stakeholders (Commercial, Marketing, Digital, Loyalty, Operations) to understand end-to-end customer journeys across the airline ecosystem.
- Analyze customer data flows, data feeds, schemas, and integration points between CRM, marketing, loyalty, booking, and operational platforms.
- Support data migration and transformation initiatives, ensuring data quality, consistency, and traceability.
- Collaborate with architects, developers, data engineers, and vendors to validate solution designs against business and data requirements.
- Translate complex data and platform concepts into clear artifacts, including process maps, user stories, data mappings, and acceptance criteria.
- Act as a bridge between business and technology teams to ensure Customer 360 solutions deliver measurable business outcomes.
- Support Agile delivery ceremonies, including backlog refinement, sprint planning, and reviews.
Essential Skills & Experience
- Proven experience as a Business Analyst within technology-led or data-driven transformation programs.
- Strong background in customer data, analytics, or Customer 360 initiatives.
- Critical experience in the aviation sector (airline, airport, loyalty, or travel technology).
- Hands-on data analysis capability, with proficiency in interpreting data models, schemas, and feeds.
- Understanding of integration patterns and APIs.
- Prior experience as a Data Analyst or in a data-heavy BA role is advantageous.
- Familiarity with customer communications, CRM, marketing automation, or loyalty platforms.
- Exposure to Adobe Journey Optimizer and/or Amadeus platform.
- Strong understanding of Agile methodologies.
- Excellent written and verbal communication skills, with the ability to engage senior stakeholders.
Desirable Experience
- Experience in customer personalization, segmentation, or real-time decisioning use cases.
- Experience working in large, complex, multi-vendor environments.
Key Competencies
- Strong analytical and problem-solving mindset.
- Data-driven thinking with attention to detail.
- Ability to work across business and technical teams.
- Comfortable operating in ambiguous and fast-paced transformation environments.
- Customer-centric mindset aligned to premium brand experiences.
