Sr Customer Experience and Analytics Performance Analyst

Southwest Airlines•Dallas, TX

3d•Onsite

About The Position

The Sr CXA Performance Analyst supports Leadership and cross‑functional Teams by delivering reports and analytical insights that improve business decision‑making across the Customer Organization and Commercial Teams. They’ll gather, analyze, and interpret data to evaluate Southwest’s go‑to‑market promotions and merchandising strategies, ensuring insights are timely, relevant, and actionable. They’ll leverage tools such as Adobe Analytics, AWS data sources, and Tableau to connect digital engagement with transactional performance and automate reporting. The Sr CXA Performance Analyst brings strong business acumen and analytical expertise to provide the right metrics to the right people at the right time, supporting data‑driven commercial strategy. Additional Details: 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.

Requirements

High School Diploma or GED
Advanced level experience, seasoned and specialized knowledge in: SQL
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
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

Nice To Haves

Experience in Adobe Analytics or Google Analytics
Experience in Tableau, Quantum Metrics, and Alteryx

Responsibilities

Analyze business trends in their subject matter area of expertise by applying quantitative analysis to identify trends and insights
Conduct data analysis that leverages a diverse collection of data and insights to create a holistic picture of campaign level and/or program level performance, identifying drivers of performance and the potential impact of change
Deliver actionable analysis and effectively communicate insights that will support business strategy and drive performance
Create and compile reports that highlight key revenue drivers and other KPIs
Contribute to development of presentations with analytical results into presentable formats that are concise and easy to follow for all levels of management
Deliver multiple analysis in an efficient manner by working with business owners to understand contextual problems and define, analyze, and deliver solutions that address business needs and support department's strategic priorities
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
Develop tools for more efficient data gathering from relational databases and web analytics tools that will be used for strategic reporting and data analysis
Trainng 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.)
Ability to increase efficiency by creating automated processes with enterprise-level tools and data
Ability of using large and complex enterprise data sets to uncover interdependencies
Ability to work independently with data mining, data cleansing and analysis methods to provide insights
Ability to listen to, understand, and communicate ideas presented in writing and/or in speaking with others

Benefits

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

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