Manager Customer Insights

Job Summary

• Manager Customer Insights fosters the development and sharing of actionable Customer learning to help solve key strategic decisions facing the Company through the lens of Customer-centricity. Leads a team in bringing effective and innovative research approaches based on the business questions at hand.

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.  

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. 

Model the Southwest Way

• Guide and lead Team Members using SWA talent management practices to coach, develop, and engage Employees.
• Adhere to Company Values and competencies to foster a Culture of inclusion, recognition, and support of a safe work environment.
• Invest in Leadership and self-growth through participating in continuous learning and development.

• Lead and sustain the generation of consistently reliable, actionable qualitative and quantitative primary research, including both ad hoc research and ongoing tracking studies.
• Cultivate, foster, and promote an organizational culture for the Insights Team that results in high performance, high morale, integrity, trust, and Teamwork.
• Build strong relationships with key stakeholder department leaders. Collaborate with internal Customers on refining learning priorities and commitments.
• Manage the annual research budget from budget planning to implementation of the budget. Maximize budget expenditures and optimize for cost savings whenever possible.
• Identify opportunities to train the Insights team on emerging tools and techniques.
• Provide recommendations to senior Leadership on most appropriate research methods to meet learning objectives. Consult on application and interpretation of the insights that result from the research.
• Ensure that the team understands the overall vision and has the tools and skills development necessary to meet team and department objectives.
• Collaborate with Analytics and Strategy functions to integrate primary and secondary sources into a holistic view of the Customer perspective.
• Identify evolving business needs, industry trends, and advancements in market research tools and methodologies, and advocate for improved tools, partnerships and techniques.
• Must be able to meet any physical ability requirements listed on this description
• May perform other job duties as directed by Employee's Leader

• Knowledge of Customer experience measurement and methodologies
• Skilled in identifying and developing qualitative and quantitative research solutions.
• Skilled in strategic thinking with the ability to tie team activities to the big picture
• Skilled in mathematics, analytics, and problem-solving.
• Skilled at managing Team’s diverse workload and priorities across multiple internal customers and stakeholders.
• Skilled in managing a wide range of research methodologies such as focus groups, ethnography, one-on-one interviews/IDIs, online qualitative, concept testing, and knowledge of advanced quantitative methods such as conjoint, discrete choice, descriptive and predictive modeling, and clustering.
• Skilled in applying Customer research to contribute to development the organization’s strategic plan.
• Ability to effectively communicate and influence 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 insights.

• Required: High School Diploma or GED

• 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)
  • Developing data-stories and presenting complex, nuanced consumer feedback and insights to senior leadership

• N/A

• 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

• Must meet confidentiality expectations when handling confidential, proprietary and sensitive Company information
• Ability to work extended hours as needed
• Must be able to comply with Company attendance standards as described in established guidelines
• 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

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.

Pay & Benefits

• Competitive market salary from $128,350 - $142,600 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