Principal Customer CARE Analytics Consultant

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