You will support Direct Travel's Account Management teams by producing client reporting and analysis used to manage, retain, and grow customer relationships. This role is responsible for building and maintaining program reporting, analyzing travel and service performance, and supporting account planning, renewals, and implementations with data.
The Business Analyst works across Direct Travel's suite of analytical tools to measure program performance, adoption, and service delivery. This role turns raw travel and service data into usable outputs for Account Managers and client stakeholders, including QBR materials, renewal support, and implementation tracking.
Success in this role is defined by improving visibility into client performance, identifying risks and improvement opportunities, and reducing manual reporting effort for Account Managers.
- Synthesize program performance data into executive-ready insights that shape account strategy, renewals, and growth planning
- Conduct deep behavioral and spend analyses to uncover trends, risk signals, and optimization opportunities across client programs
- Identify structural cost drivers and margin expansion opportunities across air, hotel, and car programs
- Partner with Account Managers to support account strategy, renewals, and expansion
- Provide analytical support for client business cases and account planning
- Translate complex data into compelling executive narratives that drive informed decision-making
- Track implementation and migration performance for new and transitioning clients
- Measure go-live readiness, early adoption, and post-launch stabilization
- Identify drivers of delayed adoption or underperformance
- Report on service delivery KPIs and SLAs, including response times, ticket volumes, and service consistency
- Proactively identify time-to-revenue and service adoption trends
- Support corrective action plans with Operations teams
- Work with data from online booking tools, mid-office systems, and supplier sources
- Maintain standard metric definitions and reporting templates
- Drive automation initiatives to reduce manual reporting and increase analytical capacity
- Partner with Product, Technology, and Data teams to improve analytics capabilities
- Master's degree in business/research related field OR equivalent experience
- 5+ years of experience in business analysis, reporting, or analytics roles
- Experience supporting Account Management or Professional Services teams
- Advanced Excel skills (pivot tables, formulas, Power Query preferred)
- Experience with BI tools (Power BI, Tableau, Looker, or similar)
- Strong written and verbal communication skills
- Ability to manage multiple priorities and stakeholders
- Experience in corporate travel or travel management
- Understanding of airline, hotel, and car supplier programs
- SQL experience
- Experience supporting platform-enabled service models
