Manager Customer & Employee Insights

Manager Customer & Employee Insights fosters the development and sharing of actionable Customer and Employee learning to help solve key strategic decisions facing the Company through the lens of Customer-and Employee centricity. Leads a team in bringing effective and innovative research approaches based on the business questions at hand.

• Lead and sustain the generation of consistently reliable, actionable qualitative and quantitative primary research, including both ad hoc research and ongoing tracking studies.
• Cultivate, foster, and promote an organizational culture for the Insights Team that results in high performance, high morale, integrity, trust, and Teamwork.
• Build strong relationships with key stakeholder department leaders.
• Manage the annual research budget from budget planning to implementation of the budget.
• Identify opportunities to train the Insights team on emerging tools and techniques.
• Provide recommendations to senior Leadership on most appropriate research methods to meet learning objectives.
• Consult on application and interpretation of the insights that result from the research.
• Ensure that the team understands the overall vision and has the tools and skills development necessary to meet team and department objectives.
• Collaborate with Analytics and Strategy functions to integrate primary and secondary sources into a holistic view of the Customer perspective.
• Identify evolving business needs, industry trends, and advancements in market research tools and methodologies, and advocate for improved tools, partnerships and techniques.

• Knowledge of Customer experience measurement and methodologies
• Skilled in identifying and developing qualitative and quantitative research solutions.
• Skilled in strategic thinking with the ability to tie team activities to the big picture
• Skilled in mathematics, analytics, and problem-solving.
• Skilled at managing Team’s diverse workload and priorities across multiple internal customers and stakeholders.
• Skilled in managing a wide range of research methodologies such as focus groups, ethnography, one-on-one interviews/IDIs, online qualitative, concept testing, and knowledge of advanced quantitative methods such as conjoint, discrete choice, descriptive and predictive modeling, and clustering.
• Skilled in applying Customer research to contribute to development the organization’s strategic plan.
• Ability to effectively communicate and influence by listening intently, questioning appropriately, and articulating clearly.
• Ability to create excitement around a shared vision and gain commitment to shared goals.
• Ability to quickly make sense of, combine, and organize information into meaningful insights.

• 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.