Department:
Customer Experience & Analytics
Our Company Promise
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Job Description:
All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. There are two Customer Experience Strategy Consultant roles open, which will both support our Purpose by driving continuous improvement in the Customer Experience.
The first Consultant will join our Disruption Recovery Strategy Team within our Customer Experience & Analytics Department, and they’ll focus on improving the experience when a Customer is disrupted; i.e. their flight is canceled, delayed, diverted, a connecting flight is missed, a flight schedule is changed, etc.
The second Consultant will work collaboratively with Commercial Transformation to play for the assigned seating, airline partnerships, and Getaways by Southwest projects will be brought to market in 2025. This role will build the Customer Experience for when things go wrong in these spaces.
Both Consultants will work collaboratively with various partners, and they’ll play important roles in understanding our Customers and operation, following policies and procedures, advocating for the Customer Experience, and helping to champion an efficient and positive experience when traveling with Southwest Airlines.
Additional details:
- The culture of Southwest Airlines means we embrace a flexible workplace and value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. This role is a hybrid position based out of our Corporate Campus in Dallas, TX, which requires Employees to work at a Company facility at least three days a week. The Department designates the specific three days of the week Employees must work on-site.
- U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
- Job Summary
- Help lead the development of strategic plans and proposals for the CX organization. Assist with assembling and infusing Customer insights and intelligence (internal, competitive, and cross-industry) into the strategic plan and business cases.
- Responsibilities
- Leverage Journey performance, industry and competitive trends and Southwest CX Strategy and aspirations to identify new opportunities that drive significant improvement to Southwest�s Customer Experience
- Recommend plans to improve current initiatives and monitor implementation progress
- Partner and work effectively with mid-level management to develop and implement Company plans
- Assist the team with bridging business objectives to Customer and data insights
- Serve as a point of contact for Operations, Marketing, Technology, and other teams for the purpose of ensuring alignment and roadmap integration
- Assist with refining and optimizing Team�s processes to improve effectiveness (business case playbooks, etc.)
- May perform other job duties as directed by Employee�s Leaders
- Knowledge, Skills and Abilities
- Education
- Required: High School Diploma or GED
- Experience
- Required: Advanced level experience, seasoned and specialized knowledge in:
- Marketing, Operations, Customer Experience, or Technology
- Building business cases and strategic plans
- Leading the development of strategic plans
Preferred: Experience in the aviation industry, particularly in product, call center, and/or operations
Preferred: Experience in Customer Service, Policy, Inflight, and/or Ground Operations at Southwest
- Licensing/Certification
- Physical Abilities
- Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
- Ability to communicate and interact with others in the English language to meet the demands of the job
- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
- Other Qualifications
- Air travel with frequent overnight stays required
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
- Must be at least 18 years of age
- Must be able to comply with Company attendance standards as described in established guidelines
Pay & Benefits:
Competitive market salary from $101,000.00 per year to $112,000.00 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.
Benefits you’ll love:
- Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
- Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings**
- Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit***
- Competitive health insurance for you and your eligible dependents (including pets)
- Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.
- Explore more Benefits you’ll love: https://careers.southwestair.com/benefits
*Pay amount does not guarantee employment for any particular period of time.
**401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits
***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.
Southwest Airlines is an Equal Opportunity Employer.
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Job Posting End Date10/20/2024