Southwest Airlines

Sr Manager Customer Insights

Southwest Airlines • $168K — $187K *
Dallas, TX 75217In-Person
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in customer research or analytics leadership roles.
  • Strong knowledge of qualitative and quantitative market research methodologies.
  • Expertise in advanced analytics methods like conjoint and predictive modeling.
  • Proven ability to present complex consumer feedback to senior leaders.
  • Critical thinking skills with the ability to challenge assumptions and assess research quality.

Responsibilities

  • Lead the Customer Insights Team to develop actionable customer research that aligns with company goals.
  • Identify customer needs and industry trends to inform research practices.
  • Collaborate with senior leaders to clarify business questions and define research objectives.
  • Direct diverse research projects, including concept testing and customer journey analysis.
  • Synthesize various data sources to enhance customer understanding and insights.
  • Implement modern research technologies to enhance efficiency and quality of research output.
  • Coach and develop team members in research methodologies and analytics skills.

Benefits

  • Fly for free on Southwest flights for you and eligible dependents.
  • Company-funded retirement savings plan with up to 9.3% contribution match.
  • Potential annual profit-sharing contributions based on company performance.
  • Comprehensive health insurance for you and eligible dependents, including pets.
  • Health plan coverage options beginning on the first day of employment.
Full Job Description
Department:
Customer & Brand Analytics

Job Description:

Job Summary
  • The Senior Manager Customer Insights leads the development and sharing of actionable Customer learning to help the Company make better strategic decisions through the lens of Customer-centricity. This Leader uses critical thinking to navigate ambiguity and move from broad business questions to clear learning objectives, sound research design, and practical recommendations. This role leads a team in designing, managing, synthesizing, and applying qualitative, quantitative, syndicated, and behavioral research to answer key business questions. As research tools evolve, this Leader is expected to thoughtfully use advanced analytics, LLMs, automation, and emerging research technologies to improve speed, scale, synthesis, and quality, while ensuring that human judgment, methodological rigor, and Customer understanding remain central. The Senior Manager is accountable for increasing the team's impact and productivity by reducing low-value manual work, improving reuse of existing Customer knowledge, and helping the organization make faster, more confident Customer-informed decisions.


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.


Model the Southwest Way
  • Guide and lead Team Members using SWA talent management practices to coach, develop, and engage Employees
  • Adhere to Company Values and competencies to foster a Culture of inclusion, recognition, and support of a safe work environment
  • Invest in Leadership and self-growth through participating in continuous learning and development


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


Knowledge, Skills and Abilities
  • Strong knowledge of Customer research principles, Customer needs assessment, satisfaction measurement, and insight activation
  • Skilled in developing qualitative and quantitative research solutions that are appropriate for the business question and decision at hand
  • Skilled in advanced Customer research methods, including focus groups, ethnography, one-on-ones, online qualitative, concept testing, tracking studies, conjoint, discrete choice, segmentation, clustering, and predictive modeling
  • Skilled in critical thinking, including the ability to pressure-test findings, challenge assumptions, and separate signal from noise.
  • Skilled in using modern research technologies, analytics tools, LLMs, and automation to improve efficiency, synthesis, and quality without compromising research rigor
  • Ability to help the organization move from research outputs to Customer-informed decisions, actions, and measurable business impact.
  • Ability to effectively communicate 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 patterns


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


Licensing/Certification
  • N/A


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 $168,650 - $187,400 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 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


*Pay amount doesn't guarantee employment for any particular period of time
**401(k) match contributions are subject to the plan's vesting schedule and applicable IRS limits
***ProfitSharing contributions are subject to plan's vesting schedule and are made at the discretion of the Company

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About Southwest Airlines

AirTran Airways, a Fortune 1000 company and wholly-owned subsidiary of Southwest Airlines (NYSE: LUV), has been ranked the number one low cost carrier in the Airline Quality Rating study for the past three years. AirTran Airways is the only major airline with Gogo Inflight Internet on every flight and offers coast-to-coast service on North America’s newest all-Boeing fleet.

Southwest Airlines Careers

Join the vibrant team at Southwest Airlines, a leading entity in the aviation industry known for its exceptional culture and commitment to innovation and diversity. As we continue to expand, there has never been a better time to explore job opportunities with us. Work You’ll Do At Southwest Airlines, we offer a variety of career paths ranging from aviation mechanics to customer service professionals, all united by a common goal of providing excellent service and maintaining the highest standards of safety. Our team members are the heart of our operations, and we empower them to succeed in their roles and beyond. Transform Your Career Step into a role at Southwest Airlines and join a team that values leadership, professional growth, and diversity training. Our employees are encouraged to lead from their first day, supported by our robust leadership development programs. Innovate with Us Southwest Airlines is at the forefront of innovation in the aviation industry. Join us and contribute to projects that redefine the future of air travel. Our collaborative environment fosters innovation, allowing every team member to make an impact. Be Part of a Great Team Our culture is built on connectivity and teamwork. At Southwest Airlines, you will work alongside dedicated professionals who share your passion for excellence. We celebrate diversity and believe it drives innovation, making us stronger and more responsive to our customers' needs. Future-Proof Your Career Southwest Airlines is committed to the professional development of our employees. With a wide range of benefits, from comprehensive health coverage to employee travel perks, we ensure that your career with us is rewarding. Continuous learning is part of our DNA, and we provide extensive training and development opportunities to help you grow your skills and advance your career. Internship Opportunities Kickstart your career with a Southwest Airlines internship. Gain invaluable industry experience, build your network, and learn from leaders who are eager to mentor the next generation of aviation professionals. Our internships offer a deep dive into the aviation world, preparing you for a full-time position in your chosen field. Join Our Team Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to new heights. Explore our job opportunities and find out how you can contribute to the Southwest Airlines family. Stay Connected Keep up to date with the latest career tips, insider perspectives, and industry-leading insights—all from the people who make Southwest Airlines a great place to work. Explore Discover how innovation at Southwest Airlines is shaping the future of air travel and how you can be a part of it. Read more about our projects, team achievements, and the impact we’re making in the industry. Southwest Airlines Careers Our commitment to professional growth, a dynamic culture, and fostering a diverse and inclusive workplace makes Southwest Airlines not just a great place to work, but a community where you can build a fulfilling career. Join us and see where your skills and passions can take you.
Learn more about Southwest Airlines
Size
58,865 employees
Market Cap
$19.8 billion
Industry
Aerospace & Defense
Net Income
-$3 billion
Founded
1971
5 Year Trend
-4.9%
Revenue
$9 billion
NASDAQ
LUV
* Ladders Estimates

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