Sr Rapid Rewards Strategy Consultant

Department:

Product & Loyalty

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

• This role will develop strategic plans and proposals for the Product, Loyalty and Experience organization. This role will lead the development and execution of the vision and strategy for the comprehensive plan and ensure proper prioritization and alignment between the Rapid Reward roadmap and other groups integral to the growth of Rapid Rewards. This role will provide thought Leadership for assembling and infusing analytics and Customer insights into the strategic plan and business cases.

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.  

Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.  

Responsible

• Leverage Loyalty performance metrics, industry and competitive trends and Southwest Strategy and aspirations to identify new opportunities that drive significant improvement to Southwest’s Rapid Rewards program
• Recommend plans to improve current initiatives and monitor implementation progress
• Partner and work effectively with all levels of management to develop and implement Company plans
• Serve as main point of contact for Customer Experience, Marketing, Technology and external partners for the purpose of ensuring alignment and roadmap execution
• Owner of a portion of the Rapid Rewards product – including vision, strategy and execution of work-streams to help drive Customer loyalty
• Provide thought Leadership to continue refining and optimizing Team’s processes to improve effectiveness (business case playbooks, etc.)
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Knowledge of business and management principles involved in strategic planning, resource allocation, 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
• Knowledge of principles and methods for showing, promoting, and selling products or services, including marketing strategy and tactics, product demonstration, sales techniques, and sales control systems
• Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits
• Skilled in identifying complex problems, reviewing related information to develop, evaluating options, and implementing solutions
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Skilled in understanding the relative costs and benefits of potential actions and choosing the most appropriate one
• Ability to combine pieces of information to form general rules or conclusions, including finding a relationship among seemingly unrelated events
• Ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem

Education

• Required: High School Diploma or GED

Experience

• Expert level experience, expansive and far-reaching knowledge in:
  • Marketing, Operations, Customer Experience, or Technology
  • Building business cases and strategic plans

• Preferred Skills:
  • Experience with loyalty economics and partnerships, including contract negotiations
  • Experience working in the loyalty space within the airline industry