Sr Business Analyst - Disruption Management

WestJet Group; Calgary; On-site; CAD 90,000 - 120,000; Full time

Job summary

WestJet Group is seeking an experienced Senior Business Analyst to join the Disruption Management team, reporting to the Portfolio Manager, Disruption Management. The role focuses on disruption visualization and implementing an OCC Decision Support capability, translating how operations identify, assess and respond to disruption into concrete requirements.

You will collaborate across Operations, OCC, frontline, commercial, Product and Technology to ensure we solve the right problems and deliver

Qualifications

• Lead discovery to define business problems, root causes and outcomes.
• Translate operational priorities into clear business requirements.
• Develop current- and future-state processes and capabilities.
• Manage requirements, options analyses and KPIs.
• Communicate complex concepts across diverse audiences.

Responsibilities

• Lead requirements elicitation, analysis and validation across cross-functional initiatives.
• Facilitate workshops with SMEs, frontline teams, leaders, Product and Tech.
• Maintain traceability from problem to delivery and outcomes.
• Analyze data to identify trends, baselines and success measures.
• Assess impacts across people, process, policy and technology.

Skills

Business analysis

Stakeholder management

Requirements management

Process analysis

Data analysis

Workshop facilitation

Education

Bachelor's degree or equivalent

Tools

Visio

Power BI

Job description

Overview of Role

WestJet is looking for an experienced Senior Business Analyst to join our Disruption Management team, reporting into the Portfolio Manager, Disruption Management.

Initially, this role will have a significant focus on disruption visualization and the implementation of an OCC Decision Support capability. You will lead the business analysis required to deeply understand how operational teams identify, assess and respond to disruption, helping define the information, visualization, business rules and decision-support capabilities needed to enable faster, more informed operational decisions.

As the Disruption Management portfolio evolves, the role will expand to support broader initiatives across the end-to-end disruption journey, translating complex operational challenges into clearly defined requirements, capabilities and measurable outcomes.

Working across Operations, OCC, frontline, commercial, Product and Technology teams, you will bring together operational expertise, data and stakeholder perspectives to ensure we solve the right problems and deliver meaningful improvements for our guests, employees and operation.

Key Deliverables

OCC Decision Support & Disruption Visualization

• Lead discovery and business analysis supporting the implementation of the OCC Decision Support capability.
• Develop a deep understanding of OCC decision‑making, including what information is required, when it is required and how it should be presented to support effective disruption response.
• Define business needs and requirements for disruption visualization, situational awareness, alerts, decision support and operational information.
• Work closely with OCC SMEs, Product, Technology and other operational stakeholders to translate complex operational needs into actionable requirements.
• Identify data, process, integration and business‑rule dependencies required to enable effective decision support.

Business Analysis & Process Design

• Lead discovery to define business problems, root causes, operational impacts and desired outcomes.
• Develop current- and future‑state processes and capabilities, identifying gaps and opportunities for simplification, standardization and automation.
• Conduct options, impact and feasibility analysis to support portfolio and investment decisions.
• Translate operational and strategic priorities into clear business requirements and measurable outcomes.

Requirements & Stakeholder Leadership

• Lead requirements elicitation, analysis, documentation and validation across complex cross‑functional initiatives.
• Facilitate workshops with operational SMEs, frontline teams, business leaders, Product and Technology.
• Challenge assumptions, reconcile competing requirements and drive stakeholder alignment.
• Maintain traceability from business problems and objectives through requirements, delivery and outcomes.

Data, Performance & Benefits

• Analyze operational, guest and performance data to identify trends, root causes and improvement opportunities.
• Establish baselines, KPIs and success measures for disruption management capabilities.
• Support business case development and quantify expected operational, guest, employee and financial benefits.
• Assess whether delivered capabilities are achieving intended outcomes and identify opportunities for continued optimization.

Impact & Operational Readiness

• Identify cross‑functional dependencies, risks, assumptions and constraints.
• Assess impacts across people, process, technology, policy, data and frontline workflows.
• Support operational readiness and validate that delivered solutions meet agreed business requirements.

Experience & Qualifications

• Bachelor’s degree, diploma or equivalent combination of education and relevant experience.
• Significant experience as a Business Analyst or Senior Business Analyst supporting complex, cross‑functional business and technology initiatives.
• Demonstrated ability to independently lead business analysis from discovery through implementation.
• Strong experience in requirements management, process analysis, root‑cause analysis and future‑state design.
• Demonstrated ability to understand complex operational decision‑making and translate it into business and technology requirements.
• Strong analytical skills with the ability to translate complex data and operational information into actionable insights.
• Strong workshop facilitation and stakeholder management skills.
• Experience developing business cases, options analyses, KPIs and benefits measures.
• Strong written and verbal communication skills, with the ability to communicate complex operational and technical concepts to diverse audiences.
• Ability to work effectively in a fast‑paced, time‑sensitive operational environment.
• Strong critical‑thinking skills and the confidence to challenge assumptions and provide evidence‑based recommendations.

Assets

• Experience within airline operations, OCC, disruption management, operational recovery or another complex, time‑critical operational environment.
• Experience defining requirements for operational decision‑support, visualization, situational‑awareness or real‑time monitoring capabilities.
• Understanding of Irregular Operations (IROP) and the impacts of disruption across guests, employees and operations.
• Knowledge of airline passenger protection and regulatory requirements such as APPR, EU261 and U.S. DOT requirements.
• Experience working in Agile, product‑based or hybrid delivery environments.
• Experience with process modelling, requirements management, data analysis and visualization tools.