Travel Business Analyst Operations

Purpose of the role: To bridge business analysis and travel operations functions by ensuring smooth workflows, system efficiency, and high-quality service delivery across Discova’s travel operations. This role focuses on analyzing operational processes, improving systems, and supporting teams to optimize performance, enhance customer experience, and drive cost efficiency. Key Responsibilities: • Gather, analyze, and document business requirements related to travel operations (booking, logistics, supplier management, customer support, etc.). • Develop and maintain Standard Operating Procedures (SOPs) for travel operations — from booking and service delivery to reporting and post-trip feedback. • Support implementation and optimization of operational tools and systems (e.g., booking platforms, CRM, supplier databases). • Monitor operational KPIs (error rates, turnaround times, cost per trip, customer/supplier satisfaction) and recommend improvements. • Collaborate with Sales, Product, Finance, and Supplier teams to ensure business goals align with operational capacity and service quality. • Manage supplier relationships — negotiate rates, ensure service quality, and update supplier information in the internal system. • Assist with issue resolution during service execution (schedule changes, cancellations, customer complaints, or supplier problems). • Provide data analysis and reporting to support decision-making and performance tracking. • Support the development and operation of travel packages and group travel products, ensuring timely and cost-efficient delivery.

• Bachelor’s degree in Tourism Management, Business Administration, Logistics, or a related field. • 2–5 years of experience in travel operations, preferably within a DMC (Destination Management Company) or travel service organization. • Strong analytical mindset and proficiency in MS Office (especially Excel); experience with data and performance reporting is a plus. • Excellent communication skills in English (both written and spoken). • Strong organizational and multitasking skills; able to coordinate with multiple stakeholders across teams and regions. • Customer-oriented mindset with problem-solving skills and attention to detail. • Ability to work independently and collaboratively in a fast-paced, multicultural environment.