Customer Experience Performance Analytics Consultant

Department: Customer Experience & Analytics 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 interdependencies and insights, then synthesize into actionable recommendations Education • Required: High School Diploma or GED Experience • Advanced level experience, seasoned and specialized knowledge in: • Extracting, manipulating, and organizing raw data • Analyzing raw data to make conclusions and draw actionable insights • Displaying data in a concise and easily digestible format • Data visualization tools, relational database programming tools and web analytics tools • Presenting and communicating analysis regularly in a variety of audiences, including senior executives • Solving ambiguous and complex problems through a systems-thinking approach • Preferred: Knowledge of digital metrics • Preferred: Experience in Adobe Analytics or similar platform, SQL, and Tableau Licensing/Certification • N/A Physical Abilities • Ability to perform work duties from [limited space work station/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 Other Qualifications • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines • Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986 • Must be at least 18 years of age • Must be able to comply with Company attendance standards as described in established guidelines Pay & Benefits: Competitive market salary from $108,700 - $120,800* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company. Benefits you’ll love: • Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too) • Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings** • Potential for annual Profit Sharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit*** • Competitive health insurance for you and your eligible dependents (including pets) • Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment. • Explore more Benefits you’ll love: • Pay amount does not guarantee employment for any particular period of time. • *401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits • **ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company. Southwest Airlines is an Equal Opportunity Employer. Please print/save this job description because it won't be available after you apply. Job Posting End Date 11/26/2025 Apply tot his job