Customer Experience Analytics Consultant

Department:

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:

Southwest Airlines promises to provide Employees with equal opportunity for learning and personal growth. The Customer Experience and Analytics (CX&A) Performance Analytics Consultant analyzes and monitors digital performance metrics to support marketing and commercial Teams to deliver data insights and recommendations. They'll use quantitative analysis and strong business acumen to inform strategic decisions and communicate key findings to senior Leadership through clear, impactful storytelling.

The CX&A Perf Analytics Consultant is a strategic and skilled communicator ready to drive the future of Southwest.

Experience

• 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

• Analyze business trends in their subject matter area of expertise by using advanced analytical techniques
• Use data analysis and business acumen to translate insights into opportunities for enhancements and needs
• Conduct complex data analysis that leverages a diverse collection of data and insights to create a holistic picture of our business, identifying drivers of performance and the potential impact of change that can be presented to senior leadership
• Identify and address complex demand and revenue problems, communicate insights and provide data driven recommendations that will influence business strategy and drive performance
• Ideate, create and compile reports that highlight key revenue drivers and other key performance indicators
• Drive the development of presentations with analytical results into concise presentable formats for senior leaders
• Deliver multiple, complex analysis in an efficient manner by working with business owners to understand contextual problems and define, analyze, and deliver innovative solutions that address business needs and support department's strategic priorities
• Oversee advanced analytics projects and ensure that the deliverables are designed to answer senior leadership and the business' questions, and that timelines and scope are adhered to
• Build and maintain cross-functional relationships across the Commercial organization, prioritizing becoming a trusted thought partner with team
• Develop tools for more efficient data gathering from relational databases and web analytics tools that will be used for strategic reporting and data analysis
• Partner with data engineering and product teams to seek creative ways to improve the quality and accessibility of enterprise level data
• May perform other job duties as directed by Employee's Leaders

Knowledge,

Skills and Abilities

• Advanced knowledge in data visualization tools, relational database management and web analytics tools
• Skilled in collecting, organizing, visualizing and interpreting data, including turning raw data into meaningful information using data-oriented programming languages and visualization software
• Skilled in Microsoft Excel (pivot tables, V/H Lookups, charts, organizing data, conditional formatting, etc.) and Power Point (building, formatting, presenting, etc.)
• Skilled in creating automated processes and reports with enterprise-level tools and data
• Skilled in working independently to apply a wide range of data mining, data cleansing and analysis methods to uncover new insights and making data driven recommendations
• Skilled in influencing others by telling a compelling and relevant story that conveys well thought-out recommendations, explains complex concepts in a straightforward manner with actionable data driven recommendations
• Skilled in presenting and verbal/written communication, including the ability to communicate complex issues in a structured, concise manner that drives action
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Ability to use large and complex enterprise data sets to uncover…