Department:
Customer Experience & AnalyticsOur 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:
Southwest Airlines promises to provide Employees with equal opportunity for learning and personal growth. The Senior Customer Experience and Analytics (Sr CX&A) Performance Analyst is responsible for supporting Leadership and teammates by creating reports and identifying analytical insights. This role will support and improve business decisions of both the Customer Org and other Commercial Teams through data gathering, analysis, reporting and business acumen The Sr CX&A is a detail-oriented thinker, who is ready to drive the future of Southwest’.
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.
- Analyze business trends in their subject matter area of expertise by applying quantitative analysis to identify trends and insights
- Conduct data analysis that leverages a diverse collection of data and insights to create a holistic picture of campaign level and/or program level performance, identifying drivers of performance and the potential impact of change
- Deliver actionable analysis and effectively communicate insights that will support business strategy and drive performance
- Create and compile reports that highlight key revenue drivers and other KPIs
- Contribute to development of presentations with analytical results into presentable formats that are concise and easy to follow for all levels of management
- Deliver multiple analysis in an efficient manner by working with business owners to understand contextual problems and define, analyze, and deliver solutions that address business needs and support department's strategic priorities
- Ensure that the deliverables are designed to answer Senior Leadership and the business' questions, and that timelines and scope are adhered to
- Build and maintain cross-functional relationships across the Commercial organization
- Develop tools for more efficient data gathering from relational databases and web analytics tools that will be used for strategic reporting and data analysis
- Trainng and interpreting data, including turning raw data into meaningful information using data-oriented programming languages and visualization software
- Skilled in Microsoft Excel (pivot tables, V/H Lookups, charts, organizing data, conditional formatting, etc.) and Power Point (building, formatting, presenting, etc.)
- Ability to increase efficiency by creating automated processes with enterprise-level tools and data
- Ability of using large and complex enterprise data sets to uncover interdependencies
- Ability to work independently with data mining, data cleansing and analysis methods to provide insights
- Ability to listen to, understand, and communicate ideas presented in writing and/or in speaking with others
- Required: High School Diploma or GED
- Advanced level experience, seasoned and specialized knowledge in:
- Extracting, manipulating, and organizing raw data
- Analyzing raw data to make conclusions and draw actionable insights
- Displaying data in a concise and easily digestible format
- Data visualization tools, relational database programming tools and web analytics tools
- Presenting and communicating analysis regularly in a variety of audiences, including senior executives
- Preferred: Experience with paid media, SQL, Adobe, and Tableau.
- Preferred: Experience with Adobe Analytics, Tableau, SQL, and paid media.
- N/A
- 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
- 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 $95,750 per year to $106,400 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’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 401(k) retirement savings 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: 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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What We Do
At Southwest Airlines we connect People to what’s important in their lives—that also means connecting our Employees to what’s important in their lives! Our Employees value the opportunity to work hard, be creative, and have fun on the job. Southwest Airlines recognizes, respects, and values differences. By fostering a culture that embraces and utilizes our diversity, we create competitive advantages in teamwork and innovation that contribute to our overall success.
