Job Description

Position Title

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Senior Executive, Technology Excellence ?

Report To

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Assistant Manager, Technology Excellence - Airlines Customer Management COE

Position Summary

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This position plays a pivotal role in enhancing customer experience and operational efficiency across the airline's customer service channels. This position is responsible for gathering and analysing data, identifying performance gaps, and supporting strategic initiatives that drive customer satisfaction. The Business Analyst collaborates closely with cross-functional teams within Airlines Customer Management department, Customer Relationship Management (CRM) and telephony systems, digital platforms, and customer experience departments to deliver data-driven insights and support continuous improvement.

The ideal candidate is an experienced and data-driven Business Analyst with a strong background in customer management within the airline or travel industry. They possess deep expertise in CRM and telephony systems, particularly with platforms like Salesforce and Talkdesk, and have a proven ability to translate complex customer data and processes into actionable insights that drive service improvements and operational efficiency.

Key Accountability

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Conduct end-to-end analysis of existing customer management processes to identify inefficiencies and recommend improvements. Support the implementation of process enhancements, automation opportunities, and system integrations that improve customer satisfaction and reduce handling time. Collaborate with stakeholders across Airlines Customer Management department, IT/Digital, product owner, and Ground operations teams to gather and document business requirements for system improvements or new initiatives to the benefit of entire Airlines Customer Management. Translate business needs from entire Airlines Customer Management department into clear, actionable functional and non-functional requirements for technology and process improvement. Recommend data-driven strategies to enhance personalized customer service, agent productivity, and customer experiences initiatives. Act as a liaison between business users for Airlines Customer Management and IT/Digital teams to ensure effective use and continuous improvement of CRM (e.g., Salesforce) and telephony systems (e.g., Talkdesk). Participate in system upgrades, testing, and user training to ensure alignment with business objectives. Coordinate with CRM and technology vendors to manage service levels, troubleshoot issues, and ensure delivery of contracted capabilities.

Qualification & Working Experience

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Bachelor's Degree in Computer Science, Information Technology, or a related field. Master's degree is an advantage Minimum of 2 years of experience in business analyst, with a focus on CRM systems

Areas of Experience

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Ability to identify friction points and recommend enhancements for a seamless omnichannel experience.

Deep understanding of CRM platforms such as Salesforce, including system configuration, user requirements, and customer lifecycle management.

Ability to leverage CRM tools to drive engagement, personalization, and service optimization.

Familiarity with airline operations, loyalty programs, regulatory compliance, and industry-specific customer service challenges.

* Insight into the unique expectations of airline customers, especially in high-pressure or irregular operations (IROPS) scenarios.