Department:
Customer Experience & InnovationOur 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 Senior Innovation Designer supports the CX Research and Design Team by researching Customer needs, identifying opportunities, and developing innovative solutions that improve the Customer experience. They’ll Lead research, ideation, concept development, and testing efforts to address complex Customer journey challenges and validate potential solutions. They’ll partner across Teams to turn insights into actionable recommendations that inform Customer Experience and Innovation decisions. The Senior Innovation Designer brings strong creativity, research, and storytelling skills to help shape the future of the Customer experience.
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.
- Discover the ”why’s” behind problems through field research using ethnographic methods such as observation and find pertinent insights to identify opportunity areas for designing new solutions
- Translate research and design insights into visual models and frameworks
- Envision and sketch new ideas across a wide range of experience types: digital and physical tools, programs and services, spaces and environments, events, campaigns, roles, policies, processes, etc.
- Create concept communication tools such as storyboards, user experience journeys, and system maps for use in research, synthesis, workshops and prototype testing
- Create prototypes and gather feedback on design concepts from a wide range of audiences
- Lead and / or design concept workshops
- Collaborate in a team-based environment with leads from multi-disciplinary units such as operations, technology, facilities, and marketing
- Lead multi-disciplinary project teams through modes of design
- Teach and coach others on human-centered design methods
- Identifies and understands the dependencies and impacts of projects to the greater Company business or operation
- May perform other job duties as directed by Employee's Leader
- Intermediate knowledge of Human Centered Design and Innovation mindsets, tools and techniques
- Skilled in behavioral research practices
- Skilled in strategic thinking, problem solving and connecting disparate dots
- Skilled in using 2D and 3D Design Tools to create concepts
- Skilled in communication practices and crafting compelling stories
- Ability to translate user research into needs, design principles and criteria
- Ability to communicate effectively (both written and verbal) with all levels of Employees up to and including Executive levels
- Ability to bring ideas to life through model making / rapid prototyping
- Ability to use Adobe Creative Cloud and Microsoft Office Suite
- Required: High School Diploma or GED
- Required: Undergraduate or Graduate level degree in a research driven field such as social sciences or related design field such as Industrial, Visual, Experience or Service designs
- Advanced level experience, seasoned and specialized knowledge in areas such as:
- Business consulting / Strategy
- User Research
- Prototyping
- Communications
- Preferred: Experience with Figma, and 2D/3D design tools like Adobe Creative Cloud
- Preferred: Experience in Service Design, industrial design, architecture, and experience design.
- 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 $108,700 - $120,800 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: 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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Skills Required
- High School Diploma or GED
- Undergraduate or Graduate degree in social sciences or a related design field (Industrial, Visual, Experience, Service Design)
- Advanced experience in business consulting/strategy, user research, prototyping, and communications
- Intermediate knowledge of Human Centered Design and innovation mindsets, tools and techniques
- Skilled in behavioral research practices (ethnography, observation)
- Skilled in strategic thinking, problem solving, and connecting disparate insights
- Skilled in using 2D and 3D design tools to create concepts
- Ability to create prototypes, model making, and rapid prototyping
- Skilled in communication and storytelling; ability to present to all levels including executives
- Ability to translate user research into needs, design principles and criteria
- Ability to use Adobe Creative Cloud and Microsoft Office Suite
- U.S. citizenship or current authorization to work in the U.S.; no sponsorship available
- Must be at least 18 years of age and comply with company attendance and appearance standards
- Preferred: Experience with Figma and additional 2D/3D design tools
- Preferred: Experience in Service Design, industrial design, architecture, or experience design
Southwest Airlines Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Southwest Airlines and has not been reviewed or approved by Southwest Airlines.
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Pay Growth & Progression — Pay progression is described as materially improving after major 2024 union agreements, especially for pilots and flight attendants. Compensation satisfaction is framed as stronger over time as step scales and seniority accumulate.
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Retirement Support — Retirement support stands out through a dollar-for-dollar 401(k) match and the presence of profit-sharing contributions that can add to retirement savings. Stock purchase access is also positioned as an additional ownership-oriented component of total rewards.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle value is elevated by extensive space-available travel privileges and broad travel-related discounts that can materially offset personal travel costs. Recognition mechanisms like points-based rewards are also positioned as an added lifestyle-oriented perk.
Southwest Airlines Insights
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.
