Customer Experience Strategy Consultant

Department:

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:

Job Summary

• Help lead the development of strategic plans and proposals for the Customer Experience organization. Assist with assembling and infusing Customer insights and intelligence (internal, competitive, and cross-industry) into the strategic plan and business cases.

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.

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. 

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

• Knowledge of Company departments, processes and procedures including Ground Ops, CS&S, Digital, etc.
• Skilled in analytics and problem-solving
• Ability to multi-task across different projects, to work independently and to follow through
• Ability to think strategically and develop creative solutions to CX challenges
• Ability to work in a cross-cultural and cross-functional, high-paced environment
• Ability to assume a high level of responsibility and to provide direction in a cross-functional, team-oriented environment
• Ability to establish and maintain effective working relationships with other departments in order to influence business decisions
• Ability to demonstrate high emotional intelligence in various situations dealing with both internal and external resources

Education

• Required: High School Diploma or GED

Experience

• 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

Licensing/Certification

• N/A

Physical Abilities

• Ability to perform work duties from [limited space workstation/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

Southwest Airlines is an Equal Opportunity Employer.
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