Sr Inflight Customer Experience BC

Overview

Southwest will provide a stable work environment with equal opportunity for learning and personal growth.  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.

Responsibilities

The Inflight Customer Experience Senior Business Consultant oversees Inflight Customer Experience investment programs and ensures that these programs align with the overall vision for the Southwest Inflight Customer Experience. Responsibilities include day-to-day management of the program(s), budget oversight, offering selection, annual strategy, and long-term vision. Customer Experience program owners are required to demonstrate a firm grasp of the Customer Experience in the areas they own, articulate the impact of that Experience on the business, and work cross-functionally to align stakeholders with their vision for the Experience.

WORK ACTIVITIES/CONTEXT:

• Responsible for the Customer Experience Strategy and future state Vision for each owned journey
• Responsible for being a key resource to other departments in providing Customer data and CX support, and leveraging their work plans to achieve journey enhancements
• Effectively collaborate and develop strong cross-functional relationship with key stakeholders
• Lead cross-functional teams with key stakeholders to deliver Customer Experience initiatives
• Lead the strategic thinking within the journey by identifying gaps in the journey experience, ideate on solutions, building work plans and problem-solving in order to achieve improvements and performance
• Stay abreast of industry trends, competitive experiences, Customer insights, and the actual Southwest delivery of the experience within the assigned journey
• Leverage competitive knowledge to ensure Southwest stays competitive in providing the experiences that matter most to Customers
• Accountable for journey and initiative performance, including measurement of journey initiatives and programs
• Critically evaluates information gathered from multiple sources and reconcile conflicts to establish a comprehensive understanding and to distinguish user/Customer requests from the underlying true needs.
• Proactively analyzes operational performance, business process, Customer insights, and/or future needs to clarify key challenges, diagnose root cause, recognize performance improvement opportunities, and ensure enterprise strategy and initiative alignment.
• Serves as a trusted resource to assist Leadership, Employees and other departments in understanding Customer Experience, driving current initiatives, and designing methodology for project/initiative delivery.
• Solution oriented; positively impacts the environment of his or her direct team and Customer Experience Team
• Works with leader to align on priorities, constructively address project work, and build personal development plans
• Identifies evolving business needs, industry trends, and advancements in the field of Customer Experience; drives the Customer Experience Team to adapt
• Must be able to meet any physical ability require,ents listed on this description
• May perform other job duties as directed by Employee's Leaders

Qualifications

BASIC QUALIFICATIONS: High School Diploma, GED or equivalent education required. Must be at least 18 years of age. Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

EDUCATION:

• Required, High School Diploma or GED  
• Required, Bachelor's Degree, Degree in Marketing, Operations, Customer Experience, Technology, or related field
• Preferred, Advanced Degree

WORK EXPERIENCE:

• Required, 9 years experience in Marketing, Operations, Customer Experience, Technology, or related fields required or minimum 7 years’ experience with an advanced degree or management consulting experience
• Preferred, 1 year experience leading the development of strategic plans

LICENSING/CERTIFICATION:

• Continuous Improvement (Lean/Six Sigma) Certification Preferred

SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:

Must be able to comply with Company attendance standards as described in established guidelines.

• Must have proven analytical and quantitative skills; experience with spreadsheets or other quantitative modeling
• Must have the ability to assume a high level of responsibility and to provide direction in a cross-functional, team-oriented environment.
• Must have the ability to contend with the range and complexity of large business problems. Must have the ability to plan and drive large business initiatives to completion. Must have the ability to understand corporate financial analysis and financial statements.
• Must have the ability to partner and work effectively with all levels of management to develop and implement Company plans.
• Must be an expert in developing and delivering presentations to large audiences including senior leadership.
• Must have excellent written and verbal communication skills including the ability to communicate complex issues in a structured and concise manner.
• Proven ability in identifying and resolving issues.
• Proven ability in designing and conducting analyses, as well as synthesizing recommendations.
• Must have the ability to properly manage highly sensitive and confidential information.
• Ability to demonstrate high emotional intelligence in various situations dealing with both internal and external resources
• Communicates effectively by listening intently, questioning appropriately, and articulating clearly in both written and verbal formats

OTHER QUALIFICATIONS:

• Limited travel with potential for increased/decreased travel based upon Team needs
• 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 Unites States as defined by the Immigration Reform Act of 1986
• Must be bale to comply with Compnay attendance standards as described in establishes guidlnes 

Must be fully vaccinated against COVID-19 by start date to comply with Executive Order 14042, which requires employees of federal contractors to be fully vaccinated against COVID-19

Southwest Airlines is an Equal Opportunity Employer

Please print/save the job description because it won't be available after you apply.