Responsibilities

• Lead the Customer Insights Team in developing actionable research and Customer learning that supports broader Company priorities
• Identify evolving Customer needs, industry trends, business priorities, and advancements in research methods and tools; advocate for improved approaches where they strengthen decision-making
• Partner with senior Leaders to clarify business questions, define learning objectives, and determine the right research approach. Build strong relationships with other department Leaders to refine learning priorities, manage demand, and focus the team on the highest-value business questions
• Direct qualitative, quantitative, syndicated, and ongoing tracking research, including ad hoc studies, concept testing, brand research, segmentation, Customer journey research, conjoint, discrete choice, and predictive or descriptive modeling
• Synthesize multiple sources of Customer understanding, including primary research, syndicated data, behavioral data, Customer feedback, operational signals, and market trends
• Use AI, automation, and modern research tools where appropriate to accelerate research design, analysis, reporting, knowledge management, and synthesis
• Build scalable insight practices, including research repositories, standard reporting, reusable frameworks, consistent methodologies, and clear quality controls
• Coach, develop, and upskill Team Members in research design, analytics, synthesis, storytelling, business consulting, and thoughtful use of emerging tools
• Manage the research budget from planning through execution, maximizing value through the right mix of vendor partnerships, internal capabilities, reusable assets, and modern tools
• May perform other job duties as directed by Employee's Leaders

Requirements

• Education Required: High School Diploma or GED
• Experience 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) Presenting complex, nuanced consumer feedback and insights to senior leadership

Benefits

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan, which includes a dollarfor-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**
• Potential for annual profit-sharing 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