BUSINESS CONSULTANT - CUSTOMER INSIGHTS
Southwest Airlines - Dallas, TX

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Leads complex, highly visible programs/projects by initiating research efforts to solve complex and often unique problems, applying ingenuity and creativity.

Provides guidance on strategic initiatives, while maintaining flexibility to assist with risky or troubled efforts within the Team.

Develops own work to proactively steer business discussion.

Marries understanding of research abilities and learnings to the most pressing and impactful business issues. Maintains high standards of analytical thoroughness and quality.

Analyzes challenges posed by Leadership and project teams, and constructs own vision on improving our Company’s brand, product, capabilities, and processes.

Initiates timely and focused communications with Marketing Leaders, Customer Insights Team, and project teams.

Builds network and rapport with peers and Leaders throughout SWA.

Invests time researching best practices in the marketing research industry and advancing own knowledge of new and complicated methods.

Represents SWA outside the Company to drive conversation in the market research industry.

Serves as mentor to the Customer Insights team providing thought leadership on models of Customer behavior and perception as well as on research methodology.

Must be able to meet any physical ability requirements listed on this description.

May perform other job duties as directed by Employee’s Leaders.

Minimum Requirements BASIC QUALIFICATIONS:

High School Diploma, GED or equivalent education required.

Must be at least 18 years of age.

Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

EDUCATION (Level, and degree if applicable)

Bachelor Degree in Marketing, Economics, Psychology or related field

WORK EXPERIENCE:

4+ years experience in Marketing.

Minimum of 3 years experience in Marketing Research, with training and /or expertise in a wide range of research methods including advanced analytics.

Strong data analysis

Strong analytical and problem solving skills

Strong oral and written communication skills, and task organization skills

Self-motivated, work independently and autonomously, while being able to work collaboratively well in Teams when needed

Work well under pressure and while performing multiple, concurrent tasks with frequent interruptions

Proficient in Microsoft Excel, Word and PowerPoint

Must possess at least 3 years of experience in marketing research or analytics

Must be comfortable in handling confidential information and reporting/communicating directly with peers and Leaders

Preferably will have three years of experience in large scale quantitative marketing research studies - from inception to execution
o Example of Reports can include: National Brand Tracking, Radian6 (Social/Digital Metrics)

Preferably will have experience with Digital Metrics (Social and Advertising)
o Example of this would be previous work experience dealing with measuring Community Outreach & Social WOM.

Strong interest or experience with secondary data sources
o Examples of resources are: Acxiom, MRI/Simmons, Scarborough, Arbitron, Forrester, Qualtrics

Interest or experience with qualitative research

From vendor RFP to discussion guide creation, to analysis and presentation

SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:

Must be able to comply with Company attendance standards as described in established guidelines.

Must have comprehensive knowledge of market research methods and applications, including advanced analytics on quantitative survey data.

Able to drive thought-provoking discussion at levels including Southwest Executives, compelling toward Customer centered points of view.

Able to develop effective discussion and presentation materials that engage and clearly communicate important and sometimes difficult to communicate messages.

Must be consultative listener, able to read and react to verbal as well as non verbal communication.

Must be able to serve an audience including Marketing Leadership, with ability to share learnings with senior Company Leadership as well.

Represent the Voice of the Customer at all times, without comprising data within and outside of Marketing.

Have a strong POV, based on research, to assist in the development of marketing strategy as well as in guiding product improvement.

Ability to take large amounts of data (textual and numerical) and write a cohesive story by not taking numbers at face value.

Work closely within Customer Insights Team to achieve a cohesive voice.

Work with Team and Leaders to setup qualitative and quantitative studies; design, management, analysis and presentation.

OTHER QUALIFICATIONS:

Must meet confidentiality expectations as to confidential, proprietary and sensitive Company information.

Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.

About this company
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Southwest Airlines Co. (Southwest) is a passenger airline that provides scheduled air transportation in the United States. As of December...