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…