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:

What if your data skills could help strengthen the Customer experience at Southwest Airlines? The Customer CARE Data Analyst supports the Customer CARE Data Analytics Team by turning operational data into clear insights that guide decisions across Customer contact channels. They’ll monitor trends, pinpoint root causes, fulfill ad hoc requests, and deliver dashboards and recommendations while partnering across the business to improve processes. With strong analytical thinking, communication, and a continuous‑improvement mindset, the Customer CARE Data Analyst helps ensure Leaders have the timely insights needed to support efficient, empathetic Customer care. 

Additional Detail 

• 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

• Preferred: Proficiency in Alteryx for designing and au