Job description

The Business Analyst – Airline Loyalty Management Systems role within Cognizant Consulting focuses on representing airline loyalty program business functions during the design, evaluation, and implementation of a Loyalty Management System (LMS) for airline clients. The position operates within Cognizant’s consulting practice in Abu Dhabi, supporting large-scale airline loyalty transformation initiatives. The Business Analyst ensures that the selected LMS platform supports both current operational needs and future program expansion without replicating limitations present in legacy systems. The role involves defining detailed business and functional requirements for loyalty program structures including Business-to-Consumer (B2C) and Business-to-Business (B2B) models, loyalty tiering frameworks, customer benefits, milestone rewards, subscription models, marketing campaigns, promotional offers, and partner-based earn and burn mechanisms. The analyst is responsible for validating operational use cases such as retro claims processing, refunds, reversals, and operational exceptions to ensure the loyalty platform accurately supports real-world airline operations. The role includes evaluating and scoring vendor solutions during LMS platform selection processes, ensuring functional fit between airline business requirements and the capabilities of platforms such as Comarch, IBS, Amadeus, Salesforce, and other loyalty technology solutions. The Business Analyst collaborates across multiple business units including customer service, finance, marketing, and partnerships to ensure that system functionality supports cross-departmental workflows including billing, settlement, fraud detection, and customer servicing. The role also requires challenging vendors regarding system configurability versus customization to ensure scalable, maintainable solutions that minimize unnecessary development complexity. During the implementation phase, the analyst validates solution design decisions against operational scenarios and ensures that system configuration aligns with real-world airline loyalty program operations. The role requires extensive expertise in airline loyalty operations and the ability to translate business strategy and program ambitions into structured system requirements, ensuring that the implemented loyalty management system supports operational efficiency, customer engagement, and scalable loyalty program growth.