About

Department: Customer CARE 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 All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Principal Customer CARE Analytics Consultant role is a highly experienced thought leader and strategic advisor who provides Department Leadership with actionable insights to navigate complex business challenges and guidance in our transformation. This role blends deep analytical expertise, relationship management, and Team Leadership. They’re also responsible for leading major intelligence projects from inception to delivery, synthesizing vast amounts of data into clear, strategic recommendations, and driving business development to enhance Customer Experience. The Principal Customer CARE Analytics Consultant has a futuristic mindset and looks forward to being part of meaningful initiatives across 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. Responsibilities Tell a compelling and relevant story that conveys well thought-out recommendations, explain complex concepts in a straightforward manner with actionable recommendations, and present with poise and confidence Develop executive-level presentations related to projects or the comprehensive plan that are geared to provide executive decision support or provide updates to the progress of the plan progress Support the analytical needs of the CARE organization to facilitate a flexible analytical and reporting environment that empowers the broader organization to leverage data to make an impact Leverage data and reporting to identify problems, proactively make changes, and communicate concerns to internal Stakeholders, provide consultation and influence outcomes Synthesize data to address the what, why and how of business questions and business applications, knowing how to the answers will contribute to business strategy Conduct complex data analysis that leverages a diverse collection of data and insights to create a holistic picture of our business and our operation, and the impact it, or any changes to it, has on the business Drive standardization of analytical processes as applicable across department and enterprise users of Customer CARE data Propose and create innovative tools, dashboards and reports to proactively monitor and identify opportunities for Leadership to act on; automate exports efficiently when possible Draft, create and compile a holistic "story" to present data discoveries and recommendations for Senior Leaders Responsible for delivering multiple, complex, hypothesis driven problems in an efficient manner by working with business owners to understand contextual problems and define, analyze, and deliver innovative solutions that address business needs and support department's strategic priorities Knowledge, Skills and Abilities Innovator knowledge in data visualization tools, relational database management and web analytics tools Skilled in collecting, organizing, visualizing and interpreting data, including turning raw data into meaningful information using data-oriented programming languages and visualization software Knowledge of business and management principles involved in strategic planning, resource allocation, workforce management modeling, Leadership technique, production methods, and coordination of People and resources Knowledge of principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer Satisfaction Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems The ability to listen, understand, and communicate ideas presented in writing and/or in speaking with others Skilled in influencing Senior Leadership by telling a compelling and relevant story that conveys well thought-out recommendations, explains complex concepts in a straightforward manner with actionable data-driven recommendations Proven ability of using large and complex enterprise data sets to uncover interdependencies and insights, then using their recommendations to influence strategy Ability to communicate in a flexible and effective manner, excellent presentation skills, including the ability to communicate complex issues in a structured, concise manner that drives action Strong leadership and mentoring capabilities. Demonstrated business acumen and strategic mindset Education Required: High School Diploma or GED Experience Innovator level experience, highest level of knowledge in: Data retrieval: Extracting, manipulating, and organizing raw data Data analytics: Analyzing raw data to make conclusions and draw actionable insights Data visualization: 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 Solving ambiguous and complex problems through a systems-thinking approach Applying data analytics techniques to deepen customer understanding or improve customer servicing efficiency A broad range of research (primary, secondary) and analytic (multivariate, timeseries, predictive, prescriptive, test vs control, break-even, ROI, etc.) techniques and their application Creating and working on all stages of analytics, from inception to execution; identifying learning needs, creating the optimal methodology, designing experiments, designing analytic models, conducting analysis, summarizing findings, forecasting impacts, and presenting with impact Preferred: Experience in Python, R, SQL, Alteryx, Tableau (or Power BI), Redshift/AWS 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 $148,500 per year to $165,000 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. Please print/save this job description because it won't be available after you apply.