Customer CARE Data Analyst

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:

As a Customer CARE Data Analyst, you’ll transform complex, high-volume operational data into clear, actionable insights that directly support Southwest’s commitment to hospitality, advocacy, resolution, and efficient experiences. You’ll design and automate workflows using tools like Alteryx, SQL, Tableau, QuickBase, and Python, while developing custom reports, dashboards, and forecasting models that help drive smarter decisions. This role tackles multifaceted challenges, collaborates across departments and vendors, and proactively identifies opportunities for automation and process improvement. By connecting leaders to the right data and storytelling, you’ll help shape meaningful change and ensure every Customer interaction reflects the heart of Southwest Airlines.

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

• Manipulate, cleanse, and process high-volume and/or complex data to transform it into easily understandable, presentable, and actionable findings
• Monitor data continuously by utilizing root cause analysis to identify, communicate, and resolve problems, when necessary, in order to ensure accuracy of the data
• Present insights, trends, and possible recommendations by using visual elements supporting the relevant points of the analysis in order to ease Stakeholder understanding
• Develop standard queries to pull and organize data from various sources, establishing the cadence, and validating the necessity of the data requirements
• Manage and fulfill ad hoc inter-departmental requests by identifying the scope of the project, validating the necessity, developing a strategy, pulling data from appropriate sources, and providing decision support when necessary
• Identify opportunities for automation or software application by reviewing and evaluating the current data architecture state in order to maximize the efficiency, accuracy, and timeliness of the data
• Answer business questions using experience, logical reasoning, and analytical skills
• Handle multiple concurrent projects and prioritize accordingly
• Support the reporting infrastructure within the Department including automation efforts to streamline regular reporting, creating efficiencies
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills, and Abilities

• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming
• Ability to collect, organize, visualize and assimilate data, including turning raw data into meaningful information using data-oriented programming languages and visualization software
• Skilled in determining causes of operating errors and deciding what to do about it

Education

• Required: High School Diploma or GED

Experience

• Intermediate level experience, fully functioning broad knowledge in:
  • Reporting and analysis experience
  • Data analysis programs similar to SQL, Tableau, and Access

Licensing/Certification

• N/A

Physical Abilities

• Ability to perform work duties from limited space workstation/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