Department:

Customer Experience & Analytics

Our Company Promise

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.

Job Description:

Job Summary

All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. 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. The Senior CXA Loyalty Systems Analyst is a detail-oriented thinker, who is ready to drive the future of Southwest. 

 

Additional details: 

This role is offered as a remote workplace position, which may require 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, away from our Corporate Campus. Please note, while this is a remote position, there is limited group of states or localities ineligible for Employees to regularly perform their work off-site. Those ineligible locations are: Alaska, California, Colorado, Delaware, Illinois, Iowa, Massachusetts, Maryland, Montana, New Jersey, New Hampshire New York, North Dakota, South Dakota, Oregon, Pennsylvania, Vermont, Washington, West Virginia, and Wyoming, and Puerto Rico. 

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. 

ResponsibilitiesKnowledgeable on topics related to the loyalty database, administrative functionality, backend processes, and the frequent flyer program to support revenue, Customer Experience, and loyalty goalsSupports technology projects relating to the loyalty program, including project prioritization, requirements definition, solutioning, and testingPartner with Marketing, Loyalty, Customer Experience, and Technology team members to provide advice or solutions within his or her area of expertiseSupports various cross functional Teams to define and develop campaigns to support loyalty programs and promotionsSupports multiple Customer contact Teams to investigate, research, diagnose, and test technology defects with the loyalty programPerforms various audits to support SOX, external auditors, and Internal Audit investigationsAssists cross-functional Teams to deliver projects and services on time, within budget, and within agreed upon scopeServes as a trusted resource to assist Employees and other departments in understanding Marketing, driving current initiatives, and designing methodology for project/initiative deliveryApply business solutions with broad level knowledge about Loyalty systemIdentify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.Complete assigned and project tasks with minimal directionMay perform other job duties as directed by Employee's Leaders

Knowledge, Skills and AbilitiesAdvanced knowledge of principles and processes for providing Customer and personal services including Customer needs assessment, meeting quality standards for services, and evaluation of Customer SatisfactionAdvanced knowledge of loyalty programsSkilled in understanding the implications of new information for both current and future problem-solving and decision-makingSkilled in understanding and applying information to contribute to the organizations strategic planSkilled in considering the relative costs and benefits of potential actions to choose the most appropriate oneAbility to work effectively in a strong customer service/team-oriented environmentAbility to research, create, and document requirements, processes, and technical specificationsAbility to manage and prioritize multiple and widely varied work streams/tasksAbility to take on multiple assignments while maintaining a successful level of completion in all responsible workAbility to develop, present, and effectively communicate ideas and strategies to a variety of audiencesAbility to tell when something is wrong or is likely to go wrong, which does not involve solving the problem, only recognizing there is a problemEducationRequired: High School Diploma or GED

ExperienceRequired: Advanced-level experience, expansive and far-reaching knowledge in:Loyalty Marketing Administration or TechnologySiebel Loyalty Administration

Licensing/CertificationN/A

Physical AbilitiesAbility to perform work duties from [limited space workstation/desk/office area] for extended periods of timeAbility to communicate and interact with others in the English language to meet the demands of the jobAbility to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Other QualificationsMust maintain a well-groomed appearance per Company appearance standards as described in established guidelinesMust be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986Must be at least 18 years of ageMust be able to comply with Company attendance standards as described in established guidelines

Pay & Benefits

Competitive market salary from $105,550 per year to $117,300 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: 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.

Southwest Airlines is an Equal Opportunity Employer.
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Job Posting End Date
09/10/2025