Business Analyst, Operations

Minimum Qualifications

• 3–5 years of experience in Business Operations, Product Operations, or Revenue Operations within B2B SaaS or platform businesses.

• Proven experience working close to cross functional teams to analyse usage, friction points and customer journeys.

• Strong analytical skills with the ability to turn data, feedback, and process gaps into clear recommendations and actions.

• Experience building and maintaining dashboards, reports, and operational metrics to track product adoption, usage and operational efficiency.

• Strong written and verbal communication skills, able to clearly explain complex workflows to internal and external stakeholders.

Preferred Qualifications

• Experience in travel tech, payments, marketplaces, or API‑driven platforms where product complexity needs to be simplified for customers.

• Track record of influencing product or process changes that improved customer understanding, onboarding or retention.

About the Job

Bakuun is building the infrastructure that powers global travel distribution, through our suite of integrated solutions from connectivity APIs to marketplace distribution to payment processing. 

As a Business Operations Analyst, you’re working towards making our products easier to understand, easier to use and easier to scale. You will sit at the intersection of product, customers, and internal teams, identifying friction, gaps, and inefficiencies, and turning them into clear recommendations that drive better customer outcomes and stronger operations.

You’ll proactively see what is broken, unclear or slowing customers down, and work with teams to fix it.

Responsibilities

• Analyse end‑to‑end customer journeys (onboarding, setup, usage, support) to identify friction, confusion, and drop‑offs and recommend improvements.

• Synthesize quantitative data (usage logs, churn cohorts) and qualitative feedback (support tickets, sales objections) among other metrics to advise Product teams on roadmap prioritization and feature clarity.

• Proactively identify process silos and operational bottlenecks, design and implement cross-functional solutions.

• Build and own dashboards that track product health indicators (e.g DAU/MAU, NRR).

• Refine internal/external knowledge base to ensure product lineups are easily understood by both customers and internal GTM teams.

• Establish frameworks that translate customer friction into actionable Product Requirement Documents or process changes.

• Drive AI‑led workflow automation.