Customer CARE Analyst

Southwest Airlines
401(k)
United States, Texas, Dallas
Jun 11, 2025
Department: Customer CARE Our Company Promise We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer. Job Description: Job Summary Provides support to the Department regarding the implementation of Business and Technology Changes, Operational Support, and development of reporting and analysis related to operational performance. This Customer CARE (Commitment to Hospitality, Advocate for our Customers, Resolutions Mindset, Effective & Efficient Experiences) Analyst joins the Strategy and Insights Team, which supports strategic workstreams to develop and evolve the Customer CARE Department. This role will help solve challenges by storytelling with data and through keen analytical analysis. This Analyst will help to shape the future of Customer CARE and how Southwest attends to our Customers. 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. Responsibilities Facilitate change management efforts for projects and processes Collect data from a variety of sources and perform financial and operational analytics Work closely with Department Leaders and Consultants on Department initiatives Schedule and organize user feedback/perspective discussions with Department Representatives and other internal stakeholders Work closely with Technology and other partner departments Facilitate production releases for applications used by Department Understand, develop and maintain project documentation in support of existing and proposed initiatives Understand and develop functional testing needs and assist with User Acceptance Testing (UAT) for Department and corporate projects Complete detailed data analysis designed to aid in decision making May perform other job duties as directed by Employee's Leaders Knowledge, Skills and Abilities Knowledge of principles and processes for providing Customer and personal services including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems Ability to collect, organize, visualize and assimilate data including turning raw data into meaningful information using data-oriented programming languages and visualization software Ability to build relationships that enhance communication and work across Departments and roles Ability to document and work with IT partners to gather technology requirements Knowledge in and understanding of basic Business and IT tools/methodologies, such as JIRA Align and Technology delivery, SDLC, SAFe, Miro, etc. Education Required: High School Diploma or GED Experience Intermediate level experience, fully functioning broad knowledge in: Process improvement, data analysis, root cause analysis, business case development, project Management/Analyst and/or other related experience Public speaking and presentation skills Licensing/Certification N/A Physical Abilities 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 Other Qualifications 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 $74,950 - $83,300 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 Southwest Airlines is an Equal Opportunity Employer.** Please print/save this job description because it won't be available after you apply.