Sr CXA Loyalty Systems Analyst

The Senior Customer Experience and Analytics (CXA) Loyalty Systems Analyst delivers on our Purpose by supporting the planning and execution of marketing campaigns and promotions for Southwest’s loyalty program. This role conducts audits to support compliance efforts, investigate account and promotion issues, and assists with requests from internal and external auditors.

• Supports technology projects relating to the loyalty program, including project prioritization, requirements definition, solutioning, and testing
• Partner with Marketing, Loyalty, Customer Experience, and Technology team members to provide advice or solutions within his or her area of expertise
• Supports various cross functional Teams to define and develop campaigns to support loyalty programs and promotions
• Supports multiple Customer contact Teams to investigate, research, diagnose, and test technology defects with the loyalty program
• Performs various audits to support SOX, external auditors, and Internal Audit investigations
• Assists cross-functional Teams to deliver projects and services on time, within budget, and within agreed upon scope
• Serves as a trusted resource to assist Employees and other departments in understanding Marketing, driving current initiatives, and designing methodology for project/initiative delivery

• Knowledgeable on topics related to the loyalty database, administrative functionality, backend processes, and the frequent flyer program to support revenue, Customer Experience, and loyalty goals
• Supports technology projects relating to the loyalty program, including project prioritization, requirements definition, solutioning, and testing
• Partner with Marketing, Loyalty, Customer Experience, and Technology team members to provide advice or solutions within his or her area of expertise
• Supports various cross functional Teams to define and develop campaigns to support loyalty programs and promotions
• Supports multiple Customer contact Teams to investigate, research, diagnose, and test technology defects with the loyalty program
• Performs various audits to support SOX, external auditors, and Internal Audit investigations
• Assists cross-functional Teams to deliver projects and services on time, within budget, and within agreed upon scope
• Serves as a trusted resource to assist Employees and other departments in understanding Marketing, driving current initiatives, and designing methodology for project/initiative delivery

• Fly for free on any open seat on all Southwest flights
• 401(k) with Company contributions up to 9.3%
• ProfitSharing contribution
• Competitive health insurance

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.