New

Customer Experience Strategy Consultant - Contact Channels

Southwest Airlines
401(k)
United States, Texas, Dallas
Jan 21, 2025
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: 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. There are two Customer Experience Strategy Consultant roles open, which will support our Purpose by driving continuous improvement in Customer Experience. These positions are responsible for modernizing our contact center and driving a three-year strategic plan. Additionally, they'll support our transformational initiatives and take the lead in incorporating them into our contact center strategy. The Customer Experience Strategy Consultants possess innovative problem-solving and communication skills. They will play a key role in developing and executing a comprehensive plan to enhance customer experience, optimize operational efficiency, and drive business growth for Southwest. Additional details: Learn about our evolution and where you can bring your talents to support these impactful changes: careers.southwestair.com/commercial-transformation 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. Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences. Responsibilities Leverage Journey performance, industry and competitive trends and Southwest CX Strategy and aspirations to identify new opportunities that drive significant improvement to Southwests Customer Experience Recommend plans to improve current initiatives and monitor implementation progress Partner and work effectively with mid-level management to develop and implement Company plans Assist the team with bridging business objectives to Customer and data insights Serve as a point of contact for Operations, Marketing, Technology, and other teams for the purpose of ensuring alignment and roadmap integration Assist with refining and optimizing Teams processes to improve effectiveness (business case playbooks, etc.) May perform other job duties as directed by Employees Leaders Knowledge, Skills and Abilities Knowledge of Company departments, processes and procedures including Ground Ops, CS&S, Digital, etc. Skilled in analytics and problem-solving Ability to multi-task across different projects, to work independently and to follow through Ability to think strategically and develop creative solutions to CX challenges Ability to work in a cross-cultural and cross-functional, high-paced environment Ability to assume a high level of responsibility and to provide direction in a cross-functional, team-oriented environment Ability to establish and maintain effective working relationships with other departments in order to influence business decisions Ability to demonstrate high emotional intelligence in various situations dealing with both internal and external resources Education Required: High School Diploma or GED Experience Advanced level experience, seasoned and specialized knowledge in: Marketing, Operations, Customer Experience, or Technology Building business cases and strategic plans Leading the development of strategic plans Preferred: Experience with data analytics and reporting Preferred: Knowledge and understanding of contact center technologies, including CRM systems, IVR, and AI-powered tools Preferred: Experience in developing strategy and vision 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 Air travel with frequent overnight stays required 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 $95,750 per year to $106,400 per year 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 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings** * Potential for annual ProfitSharing 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: https://careers.southwestair.com/benefits 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.