Retail Business Analyst

Tata Consultancy Services; Mumbai; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Tata Consultancy Services is seeking a Retail Domain Business Analyst-Direct Sales to support end-to-end customer-facing digital experience across our website, mobile app, booking flow, and Manage Order journey. The role requires 7–12 years of BA experience and a PAN INDIA location.

You will gather requirements, analyze customer journeys, and translate business needs into documentation enabling Product, Digital IT, and Commercial teams to deliver measurable improvements.

Qualifications

• Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process mapping — and translate them into clear BRDs, FRDs, user stories, and acceptance criteria.
• Define and maintain As-Is and To-Be process flows, user journey maps, and wireframe-level documentation in partnership with UX and Product.
• Support the tracking of north-star metrics (conversion, ancillary revenue per passenger, look-to-book, self-service rate, NPS) by producing dashboards, ad-hoc analyses, and insight summaries.
• Identify opportunities through session replays, funnel analytics, customer surveys, and competitive benchmarking against other carriers — including how peers merchandise fares, ancillaries, and campaigns.
• Support the experimentation program by helping formulate hypotheses, documenting A/B test requirements, coordinating with the data team on results interpretation, and recommending next steps.
• Partner with Commercial, Revenue Management, and Marketing to document requirements for merchandising fares, bundles, ancillaries, and promotional campaigns across the funnel and post-booking surfaces.
• Facilitate stakeholder communication through requirement walkthroughs, UAT support, change requests, and clear documentation of trade-offs and dependencies.
• Support UAT, defect triage, and post-go-live validation in collaboration with QA and Digital IT.

Responsibilities

• Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process mapping — and translate them into clear BRDs, FRDs, user stories, and acceptance criteria.
• Define and maintain As-Is and To-Be process flows, user journey maps, and wireframe-level documentation in partnership with UX and Product.
• Support the tracking of north-star metrics (conversion, ancillary revenue per passenger, look-to-book, self-service rate, NPS) by producing dashboards, ad-hoc analyses, and insight summaries.
• Identify opportunities through session replays, funnel analytics, customer surveys, and competitive benchmarking against other carriers — including how peers merchandise fares, ancillaries, and campaigns.
• Support the experimentation program by helping formulate hypotheses, documenting A/B test requirements, coordinating with the data team on results interpretation, and recommending next steps.
• Partner with Commercial, Revenue Management, and Marketing to document requirements for merchandising fares, bundles, ancillaries, and promotional campaigns across the funnel and post-booking surfaces.
• Facilitate stakeholder communication through requirement walkthroughs, UAT support, change requests, and clear documentation of trade-offs and dependencies.
• Support UAT, defect triage, and post-go-live validation in collaboration with QA and Digital IT.

Skills

Requirements gathering

Stakeholder interviews

Workshops

Process mapping

User stories

Acceptance criteria

As-Is / To-Be processes

User journey maps

Wireframes

Dashboards

Job description

Role: Retail Domain Business Analyst-Direct Sales

Desired Experience Range: 7-12 years of actual BA experience

Location: PAN INDIA

Desired Competencies (Technical/Behavioral Competency): Must-Have

Technical:

We are looking for a Retail Business Analyst – Direct Sales to support the end-to-end customer-facing digital experience across our website, mobile app, booking flow, and Manage Order journey. You will be responsible for gathering requirements, analyzing customer journeys and funnel performance, and translating business needs into clear documentation that enables our Product, Digital IT, and Commercial teams to deliver measurable improvements.

This role sits at the intersection of commercial performance, Digital IT, and customer experience. You will work closely with Product Managers, Digital IT, UX, Design, Data, Commercial, Revenue Management, Marketing, and Customer Service to support initiatives that improve conversion, ancillary attach rate, NPS, and self-service adoption.

• Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process mapping — and translate them into clear BRDs, FRDs, user stories, and acceptance criteria.
• Define and maintain As-Is and To-Be process flows, user journey maps, and wireframe-level documentation in partnership with UX and Product.
• Support the tracking of north-star metrics (conversion, ancillary revenue per passenger, look-to-book, self-service rate, NPS) by producing dashboards, ad-hoc analyses, and insight summaries.
• Identify opportunities through session replays, funnel analytics, customer surveys, and competitive benchmarking against other carriers — including how peers merchandise fares, ancillaries, and campaigns.
• Support the experimentation program by helping formulate hypotheses, documenting A/B test requirements, coordinating with the data team on results interpretation, and recommending next steps.
• Partner with Commercial, Revenue Management, and Marketing to document requirements for merchandising fares, bundles, ancillaries, and promotional campaigns across the funnel and post-booking surfaces.
• Facilitate stakeholder communication through requirement walkthroughs, UAT support, change requests, and clear documentation of trade-offs and dependencies.
• Support UAT, defect triage, and post-go-live validation in collaboration with QA and Digital IT.