Department:Customer Experience & Innovation
Job Description:The Senior Innovation Designer supports the CX Research and Design Team by researching Customer needs, identifying opportunities, and developing innovative solutions that improve the Customer experience. They'll Lead research, ideation, concept development, and testing efforts to address complex Customer journey challenges and validate potential solutions. They'll partner across Teams to turn insights into actionable recommendations that inform Customer Experience and Innovation decisions. The Senior Innovation Designer brings strong creativity, research, and storytelling skills to help shape the future of the Customer experience.
Additional Details
- The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.
- U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.
Responsibilities
- Discover the "why's" behind problems through field research using ethnographic methods such as observation and find pertinent insights to identify opportunity areas for designing new solutions
- Translate research and design insights into visual models and frameworks
- Envision and sketch new ideas across a wide range of experience types: digital and physical tools, programs and services, spaces and environments, events, campaigns, roles, policies, processes, etc.
- Create concept communication tools such as storyboards, user experience journeys, and system maps for use in research, synthesis, workshops and prototype testing
- Create prototypes and gather feedback on design concepts from a wide range of audiences
- Lead and / or design concept workshops
- Collaborate in a team-based environment with leads from multi-disciplinary units such as operations, technology, facilities, and marketing
- Lead multi-disciplinary project teams through modes of design
- Teach and coach others on human-centered design methods
- Identifies and understands the dependencies and impacts of projects to the greater Company business or operation
- May perform other job duties as directed by Employee's Leader
Knowledge, Skills and Abilities
- Intermediate knowledge of Human Centered Design and Innovation mindsets, tools and techniques
- Skilled in behavioral research practices
- Skilled in strategic thinking, problem solving and connecting disparate dots
- Skilled in using 2D and 3D Design Tools to create concepts
- Skilled in communication practices and crafting compelling stories
- Ability to translate user research into needs, design principles and criteria
- Ability to communicate effectively (both written and verbal) with all levels of Employees up to and including Executive levels
- Ability to bring ideas to life through model making / rapid prototyping
- Ability to use Adobe Creative Cloud and Microsoft Office Suite
Education
- Required: High School Diploma or GED
- Required: Undergraduate or Graduate level degree in a research driven field such as social sciences or related design field such as Industrial, Visual, Experience or Service designs
Experience
- Advanced level experience, seasoned and specialized knowledge in areas such as:
- Business consulting / Strategy
- User Research
- Prototyping
- Communications
- Preferred: Experience with Figma, and 2D/3D design tools like Adobe Creative Cloud
- Preferred: Experience in Service Design, industrial design, architecture, and experience design.
Licensing/ Certifications
Physical Abilities
- Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
- Ability to communicate and interact with others in the English language to meet the demands of the job
- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
- Must be at least 18 years of age
- Must be able to comply with Company attendance standards as described in established guidelines
Pay & Benefits:
Competitive market salary from $108,700 - $120,800 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the
discretion of the company.
Benefits you'll love:
• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your 401(k) retirement savings with Company
contributions up to 9.3% of your eligible earnings**
• Potential for annual ProfitSharing 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
*Pay amount does not guarantee employment for any particular period of time.
**401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits
***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company
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