Business Analyst, Experience

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet:

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

Why WestJet

At WestJet, we're transforming how guests experience travel across our products, services, digital experiences, and operations. As we continue to modernize our business, we're looking for experienced Business Analysts who can help shape and deliver meaningful change across some of our most strategic initiatives.

The Business Analyst, Experience plays a key role in large-scale cross-functional programs that improve guest experiences, drive operational effectiveness, and enable new business capabilities. Working across business, technology, operational, digital, and commercial teams, you will help define future-state experiences, translate business needs into actionable solutions, and support successful implementation.

Overview of the role

The Business Analyst, Experience is responsible for supporting the planning, design, and delivery of complex transformation initiatives. The role works closely with Program Managers, business leaders, operational teams, technology partners, and external vendors to understand business challenges, define future-state solutions, and ensure successful implementation.

This role requires strong analytical capabilities, business process expertise, and an ability to bridge business and technology teams. The successful candidate will be equally comfortable facilitating discovery workshops with frontline operational teams, documenting technical requirements, supporting agile delivery teams, and helping leaders make informed decisions.

Success in this role requires curiosity, critical thinking, strong stakeholder management skills, and a passion for improving guest and employee experiences.

Key Responsibilities

• Business Analysis & Solution Design

• Support experience transformation initiatives from discovery through implementation.

• Work with Program Managers, sponsors, and stakeholders to understand project objectives, scope, and desired outcomes.

• Gather, analyze, document, and validate business, operational, and technology requirements.

• Assess current-state processes, systems, and experiences while identifying opportunities for improvement.

• Develop future-state processes, workflows, business requirements, and operational designs.

• Create process maps, journey maps, business cases, requirements documentation, and solution recommendations.

• Translate business needs, assumptions, risks, and requirements into clear functional and technical specifications.

• Evaluate impacts across guest experience, operations, technology platforms, people, policies, and processes.

• Stakeholder Management & Facilitation

• Facilitate workshops, working sessions, and discovery activities with stakeholders across the organization.

• Lead meetings with business, technology, operational, and external partner teams to advance project outcomes.

• Build alignment across stakeholders with diverse priorities and perspectives.

• Work collaboratively to identify and resolve issues, bottlenecks, and dependencies.

• Support governance activities through preparation of project documentation, reports, recommendations, and executive presentations.

• Technology & Delivery Support

• Partner closely with technology teams, vendors, architects, and delivery teams throughout implementation.

• Support agile and waterfall project delivery methodologies as required.

• Work with development teams to ensure requirements are clearly understood and solutions meet business needs.

• Support system testing, user acceptance testing, operational readiness, and implementation activities.

• Assist with issue resolution, change requests, risk identification, and ongoing delivery activities.

• Support benefits tracking and measurement of business outcomes following implementation.

• Operational Transformation

• Assess impacts of proposed changes on frontline teams, guest touchpoints, and operational processes.

• Support process redesign activities across commercial, operational, and guest-facing functions.

• Help ensure solutions balance guest experience improvements with operational feasibility and business objectives.

• Contribute to change management and organizational readiness activities that support successful adoption.

Experience & Qualifications

• Required

• 3-7 years of experience in a Business Analyst, Process Analyst, Product Analyst, Consultant, or similar role.

• Demonstrated experience supporting technology-enabled transformation projects.

• Strong requirements gathering, process mapping, and business documentation skills.

• Experience facilitating workshops and requirements sessions with business stakeholders.

• Proven ability to work across multiple stakeholder groups and manage competing priorities.

• Exceptional analytical, problem-solving, and critical-thinking capabilities.

• Strong verbal, written, and presentation communication skills.

• Experience creating process documentation using tools such as Visio, Miro, Lucidchart, or similar platforms.

• Working knowledge of both Agile and Waterfall delivery methodologies.

• Bachelor's degree in business, or Technology related fields

• Preferred

• Experience working within airline, travel, hospitality, retail, or other service-based industries.

• Experience supporting digital product, customer experience, loyalty, e-commerce, retailing, or operational transformation initiatives.

• Familiarity with customer-facing technology platforms, mobile applications, CRM/CDP systems, loyalty programs, or enterprise technology solutions.

• Experience working alongside agile development teams and technology delivery organizations.

• IIBA, CBAP, CCBA, PMI-PBA, CAPM, Agile, Scrum, Lean, or related certifications.

• Experience working within large-scale enterprise transformation programs.

Who You Are

You are a naturally curious problem solver who enjoys understanding how businesses operate and identifying opportunities to improve them.

You can move seamlessly between strategy discussions, operational process reviews, and detailed solution requirements. You ask thoughtful questions, challenge assumptions respectfully, and help teams connect business objectives with practical solutions.

Most importantly, you are passionate about improving experiences for guests and employees while helping deliver meaningful business outcomes.

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win

• Travel privileges for you and your family, effective from your start date

• Savings and Benefit programs that are flexible to meet your specific needs

Think we’re a great fit? Apply now!

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our safety promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy. 

Our commitment to diversity, equity and inclusion

We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at talent@westjet.com.

We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.

For more information about everything WestJet, please westjet.com/aboutus.

If you wish to withdraw your application or request that your personal information be deleted, please contact us at talent@westjet.com.