VP Customer Experience

Southwest Airlines

75d

About The Position

Southwest firmly believes that our People are our greatest asset, and Leaders within the Company support our People by ensuring all have equal opportunity for learning and personal growth. The Vice President (VP) Customer Experience leads a Team and strategy dedicated to enhancing the end-to-end Southwest Customer Experience for Southwest Airlines. They'll focus on cross-functional Leadership of Teams (internal and external), interact with other Department Leaders and Executive Leadership, and serve as the primary champion for initiatives designed to improve the overall experience of the Customer. The VP Customer Experience is an organized collaborator and skilled communicator who is excited to lead various Teams and efforts to advance the Customer Experience, drive affinity for our Brand, and improve our revenue-generating goals.

Requirements

• High School Diploma or GED.
• Demonstrated experience leading multiple teams or functions through subordinate Leaders.
• Advanced level Business Acumen in functional area with understanding of broad business impacts.
• Expansive and far-reaching knowledge in Customer Experience Strategy and business case development.
• Leading large, strategic initiatives and developing business cases.
• Presenting to and working with executive level leadership.
• Leading change and leading initiatives cross-functionally.

Responsibilities

• Cast, in partnership with cross-functional constituents, a long-term (3-5 year) vision for the ideal Southwest Customer Experience.
• Responsible for leading the overall portfolio of Customer Experience initiatives, including roadmap prioritization, business case development, leadership alignment, project execution, and performance measurement.
• Work closely with the Operational Leadership on experience design that supports operational goals, while also maintaining Customer experience standards.
• Collaborate with leaders in the Operational Organization to ensure the tools, processes and capabilities are in place to enable the desired Southwest Customer Experience.
• Create innovative strategies that support business needs and increase customer satisfaction.
• Establish and cultivate an Innovation and Continuous Improvement mindset across Southwest Airlines through building and delivering on education and learning opportunities.
• Partner with Leaders and build relationships across the organization to identify opportunities to leverage innovation / human-centered design to solve business challenges.
• Stay abreast of trends and shifts in the market that may help Southwest overall in solving our toughest business challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Air Transportation
• Education Level: High school or GED