• This position is responsible for representing the Customer Insights Team in aiding Senior Company Leaders in strategic decision making by understanding, analyzing, and then representing the voice of the Customer. Responsible for the design, execution, and utilization of market research to creatively solve complex and often unique business issues and using that learning and broad business acumen to construct a vision of an improved Southwest Airlines product and brand.

• Uncover Customer voice to impact Marketing and business strategy, product development, sales optimization, segmentation, Customer experience, advertising, market exploration and development, and brand development such as positioning and communications
• Collaborate with other thought leaders in the department on a holistic research, analytics, and strategy vision, along with establishing best practices Responsible for developing and supporting cross-departmental coordination of Customer learning projects and insights by conducting research efforts to solve complex and often unique problems, applying ingenuity and creativity
• Evaluate information gathered from multiple sources and reconcile conflicts to establish a comprehensive understanding and to distinguish user/Customer requests from the underlying true needs
• Contribute on cross-functional Teams to deliver projects and services on time, within budget, and within agreed upon scope
• Analyze Customer insights alongside operational performance, business process, and/or future needs to clarify key challenges, diagnose root cause, recognize performance improvement opportunities, and ensure enterprise strategy and initiative alignment
• Serve as a trusted resource to assist Leadership, Employees and other departments in understanding Marketing, driving current initiatives, and designing methodology for project/initiative delivery
• Execute complicated projects while keeping Leaders informed on status and progress
• Work with Leader to align on priorities, constructively address project work, and build personal development plans
• Identify evolving business needs, industry trends, and advancements in the field of market research; drives the Marketing department to adapt
• May perform other job duties as directed by Employee's Leaders

• Knowledge of primary qualitative, quantitative, and secondary or syndicated research
• Knowledge of a broad range of quantitative techniques such as maxdiff, conjoint, discrete choice, perceptual mapping, and TURF
• Skilled in statistical segmentation, cluster analysis, descriptive and predictive modeling, principal component analysis, and regression
• Skilled in strategic thinking and the ability to drive process improvement and see the big picture
• Skilled in mathematics, analytics, and problem-solving
• Ability to communicate effectively by listening intently, questioning appropriately, and articulating clearly in both written and verbal formats
• Ability to handle high volumes of work with ability to prioritize effectively and hit promised timelines
• Ability to work well with and manage multiple vendors to deliver quality on time, within budget, and with impact
• Ability to deliver quality work within a low-cost environment
• Ability to establish and maintain effective working relationships with other departments in order to influence business decisions

• Required: High School Diploma or GED

• Advanced level experience, seasoned and specialized knowledge in:
  • Customer insights and market research
  • Delivering presentations to 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 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

Pay & Benefits

• Competitive market salary from $97,750 - $108,600 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)

  • Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck*

  • Potential for annual Profit-sharing contribution toward retirement - when Southwest profits, you profit**

  • 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 the plan’s vesting schedule and applicable IRS limits

  ***Profit-sharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company.

  Southwest Airlines is an Equal Opportunity Employer.
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