Commercial Operations Analyst

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world's original and leading airport experiences programme. Travellers can access a network of 1,800+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries. We work with the world's leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception, from launching the first independent global VIP lounge access Programme, Priority Pass, to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we invest heavily in innovation to ensure that we continue to deliver superior experiences.

Key clients include Visa, Mastercard, American Express, Cathay Pacific, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work. Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 global colleagues.

PURPOSE OF THE JOB

The Commercial Process Improvement & Business Analyst, within the Win Center, is responsible for capturing, documenting and improving commercial processes, ensuring that ways of working are clear, consistent, scalable and supported by the right tools and knowledge sources.

This role will work closely with Commercial, Operations, Product, Technology, Analytics and other cross-functional teams to understand ways of working, constructively challenge existing processes, identify opportunities for simplification and automation, and translate business needs into requirements.

The successful candidate will combine commercial awareness with strong process discipline, analytical thinking and a continuous improvement mindset. They will help ensure that commercial processes are actively improved, adopted and embedded across relevant teams and track its success.

KEY RESPONSIBILITIES

Process Mapping & Documentation

• Capture existing commercial processes through workshops, stakeholder interviews, observation and review of existing materials.

• Translate current ways of working into clear process maps, workflow diagrams, checklists, playbooks and supporting documentation.

• Identify gaps, duplication, manual workarounds, inefficiencies and areas of inconsistency across processes.

• Create and maintain process documentation in tools such as Confluence, Lucidchart or similar platforms.

Process Challenge & Continuous Improvement

• Constructively challenge existing ways of working and recommend opportunities for simplification, standardisation, optimisation or automation.

• Identify opportunities to reduce friction, improve speed, increase consistency and improve commercial decision-making.

• Support continuous improvement initiatives and help embed process discipline and accountability.

Requirements Gathering & Technology Enablement for Commercial Processes

• Translate mapped processes and business needs into clear business requirements for developers, product owners, system owners or technical teams.

• Support the creation of user stories, acceptance criteria, business rules and functional requirements.

• Work with technology and product teams to ensure requirements are understood and delivered effectively.

• Support process optimisation and automation through workflow tools, system improvements, reporting or AI-enabled solutions where appropriate.

Knowledge Integration & Commercial Enablement

• Ensure commercial processes are built around, and make effective use of, existing business knowledge hubs, toolkits, templates and guidance.

• Identify where teams need access to supporting information within a process, such as product guidance, pricing principles, competitor insights, market intelligence, client materials or strategic toolkits.

• Work with content owners so processes direct users to the source of truth at the right point in the workflow.

Implementation, Tools & Training

• Support the implementation of new or improved processes, tools, templates and ways of working.

• Help create training materials, user guides, checklists and communication materials to support adoption.

• Gather feedback from users and identify further opportunities for improvement after implementation.

Reporting & Analytics

• Support definition of KPIs and reporting needs to measure performance, adoption and improvement impact.

• Help identify workflow bottlenecks, process gaps and areas requiring management attention.

• Work with analytics or reporting teams where required to support data-driven process improvement.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Essential Qualifications and Experience

• Commercial background, ideally within commercial operations, business analysis, sales operations, account management support, business transformation or a related environment.

• Experience capturing, documenting and improving business processes.

• Experience translating business processes into business requirements for technology or system teams.

• Experience working with cross-functional stakeholders in a fast-paced business environment.

• Degree or equivalent experience in Business, Commercial Management, Business Analytics, Operations, Data Analytics, Artificial Intelligence or a related discipline.

Essential Skills

• Strong process mapping, documentation and analytical skills.

• Commercial awareness and ability to understand business drivers.

• Ability to challenge constructively and influence stakeholders.

• Strong written and verbal communication skills.

• Ability to translate business language into clear requirements, workflows and practical documentation.

• Comfortable working with ambiguity and turning unstructured information into clear outputs.

• Continuous improvement mindset and strong attention to detail.

Tools and Technical Skills

• Experience with one or more of Lucidchart / Lucid, Jira, Confluence or Microsoft Visio.

• Exposure to workflow or process automation tools, reporting and analytics tools.

• Confidence using AI-enabled productivity or business analysis tools would be beneficial.

Desirable

• Lean Six Sigma certification or practical experience applying Lean Six Sigma principles.

• Additional certifications in business analysis, process improvement, agile delivery or project management.