Job Description

Department: Customer Experience & Engagement

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.

:
The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what\xe2\x80\x99s important in their lives through friendly, reliable, and low-cost air travel. The Manager Customer Experience Performance & Analytics invests in the future of Southwest\xe2\x80\x99s People by supporting customer experience initiatives through storytelling and data analysis. This role analyzes and regularly reports on Customer feedback data and ensure s insights provided are engaging, educational, and actionable. This role also contribute s to the development of our cabin moder nization program which includes enhancing Wi-Fi connectivity and overhead bin space . The Manager Customer Experience Performance & Analytics is data - driven and enjoys working in a collaborative environment to advocate for our Customers and drive the future of Southwest.

Additional details:
This role is offered as a regional workplace position and Employees must work in the region they support. This could require working from a mix of on-site Company facilities and remote based offices to perform the job function in a regional location determined by business need. Each Department will provide Employees with guidance on when and where presence is required with as much notice as reasonably possible .

Please note, while this is a regional position, there is limited group of states or localities ineligible for Employees to regularly perform their work off-site. Those ineligible locations are: Alaska,\xe2\x80\xafDelaware, New Jersey, North Dakota, South Dakota, Vermont, West Virginia, and Wyoming.

U.S. citizenship or current authorization to work in the U.S. is required , and no current or future work authorization sponsorship available.

Southwest Airlines is an Equal Opportunity Employer.\xe2\x80\xafWe continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

Model the Southwest Way

Guide and lead Team Members using SWA talent management practices to coach, develop, and engage Employees

Adhere to Company values and competencies to foster a Culture of inclusion, recognition, and support of a safe work environment

Invest in Leadership and self-growth through participating in continuous learning and development

Responsibilities

Lead a Team of individual contributors to drive and execute projects while reporting tasks that are directly related to the Department\'s strategic plan

Responsible for the weekly creation, maintenance and presentation of the \xe2\x80\x9cstory of the business\xe2\x80\x9d and the Customer journey to Senior Leaders and Senior Executives

Serve as an advisor to CX and other internal Southwest Departments in order to evaluate the potential impacts of new initiatives and recommend modifications with the Customer in mind

Design, build and manage the framework and tools necessary to push CX insights throughout the Company

Maintain awareness of both Department and organizational information in order to provide insights of changes to Customer behavior and department trends

Lead forecasting efforts related to budgets and volumes in support of the Mid-Term Planning and Annual Operating Plan processes

Support the CX Organizational Roadmap and Customer Portfolio with insights that aid in prioritizing and designing the right experiences for the organization

Design programs that offer a positive experience for providers and users of CX/VOC data and insights

Drive the adoption and use of CX Intelligence data across the Organization, including assisting business areas in interpreting data and using it to drive improvements

Leverage prior experience with advanced qualitative and quantitative research methods to drive the creation of new insight about Customer expectations and experiences

Identify, develop, and propose analytic consulting solutions for business problems, including business case development, task and solution definition and documentation, project schedule creation, and creation of paths to fulfillment

Create and deliver strategic presentations, story boards, etc. tailored for specific audiences to socialize plans, gather buy-in, and seek guidance as needed

Supervise and review the results of research and analysis conducted by CX Teams

Work closely with, and provide information to, Senior Leaders in the evaluation of strategic CX development opportunities

Build and maintain cross-functional partnerships (i.e., Commercial, Operations, Finance, and Technology Departments) to drive change

Support data foundation enhancements that will allow for new data sets, insights, and reporting capabilities with our Data Science Team

May perform other job duties as directed by Employee\'s Leaders

Knowledge, Skills and Abilities

Knowledge of arithmetic, algebra, calculus, statistics, and their applications

Skilled in collecting, organizing, visualizing and assimilating data with the intent to turn raw data into meaningful information using data-oriented programming and visualization

Skilled in understanding and applying information to contribute to the organization\'s strategic plan

Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

Ability to combine pieces of information to form general rules or conclusions, including finding a relationship among seemingly unrelated

Ability to choose the right mathematical methods or formulas to solve a problem
Experience

Demonstrated experience in directly or indirectly leading team(s)

Fully functioning, broad knowledge in:
Data analytics

Customer analytics

Customer research

Customer service

SQL server including joins, sub procedures, truncating, casting, nested queries, dynamic dates, aggregations and case statements

Teradata syntax

Alteryx

Tableau

Preferred : A background in customer experience and utilizing Qualtrics is beneficial in transitioning into this role but not required .

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 $124,550 to $138,400 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\xe2\x80\x99ll love:

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck *
• Potential for annual Profit-sharing contribution toward retirement - when

Southwest profits, you profit**

• Explore more Benefits you\xe2\x80\x99ll 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 the plan\xe2\x80\x99s vesting schedule and applicable IRS limits
***Profit-sharing contributions are subject to plan\xe2\x80\x99s vesting schedule and are made at the discretion of the Company.

Southwest Airlines is an Equal Opportunity Employer.
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