The posting
Department:
Customer Experience & Innovation
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:
The Innovation Analytics Consultant supports Customer Experience by translating quantitative and qualitative data into actionable insights that improve the Customer journey and operational performance. They’ll analyze Customer experiences, identify key drivers and opportunities, and provide recommendations that help strengthen loyalty and prioritize investments. They’ll leverage innovative tools, including AI-enabled analytics and research capabilities, while partnering across Customer Experience, Operations, Strategy, and Analytics Teams. The Innovation Analytics Consultant leverages strong analytical, strategic thinking, and problem-solving skills to uncover meaningful insights and drive Customer-focused business decisions.
Additional Details
- The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX headquarters facility during business hours.
- U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.
We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.
Responsibilities
- Contribute to developing strategies and business insights from qualitative and quantitative information
- Help structure complex problems and act to holistically solve them
- Create value through identifying and implementing business improvements
- Develop well-written presentations that are clear and convey key information, including business cases, roadmaps and other materials that support alignment efforts
- Support cross-functional initiatives and lead meetings with key stakeholders at all levels
- Works with external partners and team to create and evaluate data collection and management strategies
- Leads development of performance management strategy including metrics and benchmarks that align Executives and front-line teams to a collective view of success
- Acts as the thought-leader in performance analysis of new concepts and field testing
- Leads performance analysis and quantitative research into operations problems using new and complex sets of data
- Communicate timelines, risks, issues, key decisions to multiple stakeholders
- Encourage consensus among multiple parties with conflicting and diverse viewpoints
- Build confidence and sustain trusted relationships with key stakeholders
- May perform other job duties as directed by Employee’s Leader
Knowledge, Skills, and Abilities
- Skilled in understanding and applying information to contribute to the organization's strategic plan
- Ability to gather and analyze varied data sets to cast a compelling story of operating performance
- Skilled in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
- Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Skilled in visualizing data to drive insights using tools such as think-cell, MS Excel etc.
- Skilled in synthesizing information within PowerPoint presentations and delivering them to affected stakeholders
- Ability to effectively listen to, understand, and communicate ideas presented in writing and/or in speaking with all levels of the organization
- Ability to quickly understand assignments and complete them with minimal leadership oversight
Education
- Required: High School Diploma or GED
Experience
- Advanced experience and knowledge in:Leading complex cross-functional initiatives and aligning stakeholders at all levels Developing strategies, plans, and solutions to address complex or ambiguous problems
- Preferred: Experience in Tableau (dashboard development and data visualization)
- Preferred: Experience in SQL (Redshift, Snowflake, Teradata, or similar data warehouse environments)
- Preferred: Experience managing ambiguous business questions and independently defining approaches
- Preferred: Experience using generative AI tools to accelerate analytics, research, documentation, coding, dashboard development, and insight generation
- Preferred: Ability to connect operational performance with customer sentiment and experience outcomes
- Preferred: Experience combining quantitative and qualitative insights into a unified narrative
Licensing/Certification
- N/A
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
- 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 $108,700.00 per year to $120,800.00 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, which includes a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**
• Potential for annual profit-sharing contribution in the Southwest Retirement
Savings Plan—when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the very first day of
employment. You'll have 30 days to select and enroll in your health plan, and
coverage will be retroactively available to your first day of employment.
• Explore more benefits you’ll love: https://careers.southwestair.com/benefits
*Pay amount doesn’t guarantee employment for any particular period.
**401(k) Company match contributions are subject to the plan’s vesting schedule. Match
contributions may vary based on the position.
*** Profit-sharing contributions are subject to the Retirement Savings Plan vesting
schedule and are made at the discretion of the Company.
Southwest Airlines is an Equal Opportunity Employer. Please print/save this job description because it won't be available after you apply.
