Innovation Analytics Consultant

Southwest Airlines • Dallas, TX

1d • Onsite

About The Position

The Innovation Analytics Consultant supports Customer Experience by translating quantitative and qualitative data into actionable insights that improve the Customer journey and operational performance. The role analyzes Customer experiences, identifies key drivers and opportunities, and provides recommendations to strengthen loyalty and prioritize investments. It leverages innovative tools, including AI-enabled analytics and research capabilities, while partnering across Customer Experience, Operations, Strategy, and Analytics Teams.

The position uses analytical, strategic-thinking, and problem-solving skills to uncover meaningful insights and drive Customer-focused business decisions. It is based at Southwest Airlines’ Dallas, Texas headquarters and requires working there during business hours. U.S. citizenship or current U.S. work authorization is required; sponsorship is not available.

Requirements

• High school diploma or GED.
• Advanced experience and knowledge leading complex cross-functional initiatives and aligning stakeholders at all levels.
• Advanced experience and knowledge developing strategies, plans, and solutions to address complex or ambiguous problems.
• Ability to understand and apply information to contribute to the organization’s strategic plan.
• Ability to gather and analyze varied data sets and create a compelling account of operating performance.
• Skill in identifying complex problems, reviewing related information, evaluating options, and implementing solutions.
• Skill in using logic and reasoning to assess the strengths and weaknesses of alternative solutions, conclusions, or approaches.
• Skill in visualizing data to drive insights using tools such as think-cell and MS Excel.
• Skill in synthesizing information into PowerPoint presentations and delivering them to affected stakeholders.
• Ability to listen to, understand, and communicate ideas in writing and speech with all levels of the organization.
• Ability to quickly understand assignments and complete them with minimal leadership oversight.
• Ability to perform work duties from a limited-space workstation, desk, or office area for extended periods.
• Ability to communicate and interact with others in English to meet job demands.
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy.
• Must maintain a well-groomed appearance in accordance with Company standards.
• Must be a U.S. citizen or authorized to work in the United States; work authorization sponsorship is unavailable.
• Must be at least 18 years of age.
• Must comply with Company attendance standards.

Nice To Haves

• Experience in Tableau, including dashboard development and data visualization.
• Experience in SQL with Redshift, Snowflake, Teradata, or similar data warehouse environments.
• Experience managing ambiguous business questions and independently defining approaches.
• Experience using generative AI tools to accelerate analytics, research, documentation, coding, dashboard development, and insight generation.
• Ability to connect operational performance with Customer sentiment and experience outcomes.
• Experience combining quantitative and qualitative insights into a unified narrative.

Responsibilities

• Contribute to developing strategies and business insights from qualitative and quantitative information.
• Help structure complex problems and work toward holistic solutions.
• Identify and implement business improvements that create value.
• Develop clear, well-written presentations conveying key information, including business cases, roadmaps, and materials that support alignment.
• Support cross-functional initiatives and lead meetings with key stakeholders at all levels.
• Work with external partners and the team to create and evaluate data collection and management strategies.
• Lead development of performance management strategies, including metrics and benchmarks that align Executives and front-line teams around a collective view of success.
• Act as a thought leader in performance analysis of new concepts and field testing.
• Lead performance analysis and quantitative research into operational problems using new and complex data sets.
• Communicate timelines, risks, issues, and key decisions to multiple stakeholders.
• Encourage consensus among parties with conflicting and diverse viewpoints.
• Build confidence and sustain trusted relationships with key stakeholders.
• Perform other job duties as directed by the Employee’s Leader.

Benefits

• Free travel, as a privilege, on any open seat on Southwest flights for the Employee and eligible dependents.
• Retirement Savings Plan with a dollar-for-dollar 401(k) Company match of up to 9.3% of eligible earnings, subject to plan terms and vesting.
• Potential annual profit-sharing contribution to the Southwest Retirement Savings Plan, subject to Company discretion and plan vesting.
• Competitive health insurance for the Employee and eligible dependents, with coverage options beginning on the first day of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED