Senior Analyst Professional Services

The Sr Analyst, Professional Services is responsible for leading the strategic management and optimization of our paid service offerings in the business travel sector. This role combines advanced analytics and industry expertise to maximize utilization, minimize losses, and provide actionable insights to both internal stakeholders and clients. The Sr Analyst will enhance existing processes, oversee reporting functions, and collaborate closely with cross-functional teams to deliver data-driven recommendations that directly impact the bottom line.

What You'll Do:

Unused Ticket Credit Optimization & Reporting:

• Lead the optimization of unused ticket credits, ensuring efficient use of credits and minimizing losses for clients, focusing on actionable analytics to improve credit utilization and expiry management.
• Develop and maintain a comprehensive Airline Policies Playbook/Matrix, with a focus on the top 10 US carriers, regularly updating it to align with evolving airline policies related to name changes, refunds, and UATP (Universal Air Travel Plan) options.
• Oversee monthly credit assessments, analyzing data to proactively identify high-value credits and provide tailored recommendations to key company stakeholders to maximize credit value and minimize potential losses.
• Monitor trends in unused ticket utilization, analyzing data on credit expiration and available UATP options to propose actionable strategies to prevent unused credits from going to waste.
• Improve automated reporting tools for unused ticket credits and drive changes to internal alerts, ensuring timely action on credits nearing expiration.

Data Analysis & Strategy Development:

• Lead the analysis of data, including credit utilization trends, booking patterns, and missed opportunities, and provide data-driven recommendations for improvement in ticket management processes and future paid service offerings
• Utilize advanced business analytics (e.g., data mining, statistical analysis, and modeling) to build forecasting tools that predict missed utilization and identify trends across various client accounts.
• Create and deliver actionable insights from reports, transforming complex data sets into clear, tailored messaging for key internal stakeholders and clients.
• Collaborate with business teams to integrate business requirements into analytics models and ensure they are aligned with broader travel and corporate strategies.

Client and Stakeholder Engagement:

• Act as the primary point of contact for clients regarding the paid service offering, ensuring clear communication on policy changes, credit assessments, and optimization strategies.
• Develop and deliver customized reports and recommendations to senior management, helping drive key decisions related to travel spend and paid service offering.
• Enhance client relationships by delivering tailored, data-driven strategies to maximize value, reduce lost credits, and optimize the overall travel management experience.

Leadership & Process Improvement:

• Lead and mentor a team of analysts, fostering a collaborative environment focused on continuous improvement and data-driven decision-making.
• Proactively drive process improvements based on data insights, identifying areas of inefficiency and implementing solutions to improve credit management processes.
• Monitor the performance of credit strategies, adjusting approaches as necessary to maximize impact on client outcomes and business goals.

Analytics & System Expertise:

• Leverage Sabre, Amadeus, and other GDS systems to perform detailed data analysis and identify opportunities to improve unused ticket credit processes within the travel operations.
• Develop advanced data visualization and reporting dashboards that track unused ticket credits, bookings, and trends, enabling more effective business decision-making.
  
  

What We’re Looking For:

• Minimum 6-8 years of experience in a business travel management, analytics, or operations role within the travel industry, with at least 3-5 years in a managerial capacity.
• Strong background in data analytics, including experience with business intelligence tools, data mining, statistical analysis, and reporting.
• Expertise in travel management systems (e.g., Sabre, Amadeus, Concur, etc.) and online/offline travel operations.
• Proven experience managing and optimizing unused ticket credits, refunds, and UATP options
• Advanced analytical skills and a data-driven mindset, with the ability to turn complex data into actionable business insights.
• Experience in modeling, statistical analysis, and data visualization to interpret travel and booking data and identify trends.
• Strong problem-solving and communication skills, with the ability to tailor insights to different business stakeholders.
• Leadership capabilities, with experience managing teams and driving a collaborative, performance-driven culture.
• Excellent organizational skills and the ability to manage multiple projects simultaneously while adhering to deadlines.
• Experience with UATP and deep knowledge of airline policies related to unused tickets, name changes, and credits.
• Certifications in data analytics, project management, or travel management are a plus (e.g., Six Sigma, Lean, or other related certifications).
• Familiarity with advanced reporting tools (e.g., Tableau, Power BI) for creating business dashboards and data visualizations.