Sr CXA Technology Consultant

Department:

Customer Experience & Analytics

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.

We’re searching for a Sr Digital Technology Consultant who will be at the Heart of Southwest Airlines’ digital transformation. This role isn’t just about solving data problems, it’s about unlocking opportunities that shape how millions of Customers experience our brand. You’ll guide Leadership toward smarter decisions that fuel growth in Customer Experience, Marketing, and Travel Products. You’ll act as a trusted advisor, turning complex data into clear insights that drive strategy and innovation.

Partnering with business Teams, vendors, and Technology experts, you’ll ensure our customer data warehouse is consistent, reliable, and ready to power the future. From managing Data Engineering projects to resolving enterprise challenges, your work will directly strengthen Southwest’s ability to deliver personalized, seamless experiences. As part of the Analytical Center of Excellence, you’ll leverage tools like AWS Redshift, AWS Data Lake, and Adobe Campaign to elevate our digital capabilities—helping Southwest stay ahead, delight Customers, and grow loyalty in a competitive marketplace.

• This Dallas-based role is offered as a remote workplace position, which may require onsite presence / travel for trainings, meetings, conferences, etc. Outside of those required visits, the majority of your working time may be spent in an approved remote location within the Dallas - Fort Worth area.
• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

• Identify new ways to create value through business process improvements and technology enhancements proactively
• Translate Customer needs through deep understanding of Customer priorities, value drivers, and challenges
• Be a subject matter expert that drives solutions
• Complete assigned and project tasks with minimal direction
• Partner with Senior Leadership across the company to lead various activities required in the ongoing development and delivery of strategic initiatives
• Analyze impact of problems, facilitate resolutions, and elevate to Leadership as needed
• Anticipate large-scale, complex challenges within domain, including risk, dependencies, timelines, scope, etc.
• Identify complex problems and review related information to develop and evaluate options and implement solutions
• May perform other job duties as directed by Employee's Leaders

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• 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
• Skilled at active listening with the ability to listen and process to customer needs
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to understand the implications of new information for both current and future problem-solving and decision-making
• Ability to communicate in a flexible and effective manner
• Ability to analyze and foresee potential issues
• Skilled in Confluence, Oracle Primavera Enterprise Project Portfolio Management,…