Sr Manager Customer Insights

Southwest Airlines • Dallas, TX

2d • Onsite

About The Position

The Senior Manager Customer Insights leads the development and sharing of actionable Customer learning to help the Company make better strategic decisions through the lens of Customer-centricity. This Leader uses critical thinking to navigate ambiguity and move from broad business questions to clear learning objectives, sound research design, and practical recommendations. This role leads a team in designing, managing, synthesizing, and applying qualitative, quantitative, syndicated, and behavioral research to answer key business questions. As research tools evolve, this Leader is expected to thoughtfully use advanced analytics, LLMs, automation, and emerging research technologies to improve speed, scale, synthesis, and quality, while ensuring that human judgment, methodological rigor, and Customer understanding remain central. The Senior Manager is accountable for increasing the team’s impact and productivity by reducing low-value manual work, improving reuse of existing Customer knowledge, and helping the organization make faster, more confident Customer-informed decisions.

Requirements

• Demonstrated experience in directly or indirectly leading team(s)
• Fully functioning, broad knowledge in: Qualitative & quantitative market research methodologies
• Advanced analytics (i.e. conjoint, discrete choice, predictive modeling)
• Presenting complex, nuanced consumer feedback and insights to senior leadership
• Strong knowledge of Customer research principles, Customer needs assessment, satisfaction measurement, and insight activation
• Skilled in developing qualitative and quantitative research solutions that are appropriate for the business question and decision at hand
• Skilled in advanced Customer research methods, including focus groups, ethnography, one-on-ones, online qualitative, concept testing, tracking studies, conjoint, discrete choice, segmentation, clustering, and predictive modeling
• Skilled in critical thinking, including the ability to pressure-test findings, challenge assumptions, and separate signal from noise.
• Skilled in using modern research technologies, analytics tools, LLMs, and automation to improve efficiency, synthesis, and quality without compromising research rigor
• Ability to help the organization move from research outputs to Customer-informed decisions, actions, and measurable business impact.
• Ability to effectively communicate by listening intently, questioning appropriately, and articulating clearly
• Ability to create excitement around a shared vision and gain commitment to shared goals
• Ability to quickly make sense of, combine, and organize information into meaningful patterns
• 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

• High School Diploma or GED
• N/A

Responsibilities

• Lead the Customer Insights Team in developing actionable research and Customer learning that supports broader Company priorities
• Identify evolving Customer needs, industry trends, business priorities, and advancements in research methods and tools; advocate for improved approaches where they strengthen decision-making
• Partner with senior Leaders to clarify business questions, define learning objectives, and determine the right research approach.
• Build strong relationships with other department Leaders to refine learning priorities, manage demand, and focus the team on the highest-value business questions
• Direct qualitative, quantitative, syndicated, and ongoing tracking research, including ad hoc studies, concept testing, brand research, segmentation, Customer journey research, conjoint, discrete choice, and predictive or descriptive modeling
• Synthesize multiple sources of Customer understanding, including primary research, syndicated data, behavioral data, Customer feedback, operational signals, and market trends
• Use AI, automation, and modern research tools where appropriate to accelerate research design, analysis, reporting, knowledge management, and synthesis
• Build scalable insight practices, including research repositories, standard reporting, reusable frameworks, consistent methodologies, and clear quality controls
• Coach, develop, and upskill Team Members in research design, analytics, synthesis, storytelling, business consulting, and thoughtful use of emerging tools
• Manage the research budget from planning through execution, maximizing value through the right mix of vendor partnerships, internal capabilities, reusable assets, and modern tools
• May perform other job duties as directed by Employee's Leaders

Benefits

• 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, which includes a dollarfor-dollar 401(k) Company match contribution of 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.

What This Job Offers

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