New

VP Customer Experience

Southwest Airlines
United States, Texas, Dallas
Oct 13, 2025
Department: Customer Organization 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: Southwest firmly believes that our People are our greatest asset, and Leaders within the Company support our People by ensuring all have equal opportunity for learning and personal growth. The Vice President (VP) Customer Experience leads a Team and strategy dedicated to enhancing the end-to-end Southwest Customer Experience for Southwest Airlines. They'll focus on cross-functional Leadership of Teams (internal and external), interact with other Department Leaders and Executive Leadership, and serve as the primary champion for initiatives designed to improve the overall experience of the Customer. The VP Customer Experience is an organized collaborator and skilled communicator who is excited to lead various Teams and efforts to advance the Customer Experience, drive affinity for our Brand, and improve our revenue-generating goals. 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. 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. 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: Cast, in partnership with cross-functional constituents, a long-term (3-5 year) vision for the ideal Southwest Customer Experience Responsible for leading the overall portfolio of Customer Experience initiatives, including roadmap prioritization, business case development, leadership alignment, project execution, and performance measurement Work closely with the Operational Leadership on experience design that supports operational goals, while also maintaining Customer experience standards. Collaborate with leaders in the Operational Organization to ensure the tools, processes and capabilities are in place to enable the desired Southwest Customer Experience Create innovative strategies that support business needs and increase customer satisfaction Establish and cultivate an Innovation and Continuous Improvement mindset across Southwest Airlines through building and delivering on education and learning opportunities to teach the broader organization about the discipline of innovation, human-centered design and lean, and how to leverage it to create value; this applies to all levels of the organization from senior Leadership to front-line employees Partner with Leaders and build relationships across the organization to identify opportunities to leverage innovation / human-centered design to solve business challenges Stay abreast of trends and shifts in the market that may help Southwest overall in solving our toughest business challenges May perform other duties as directed by Employee's Leaders Knowledge, Skills and Abilities Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, Leadership technique, production methods, and coordination of People and resource Skilled in leading large, strategic initiatives and developing business cases Skilled in analytics and problem solving to help partners understand and prioritize opportunities against the bigger picture Skilled in communication, both oral and written, with the ability to communicate large and complex issues in a structured and concise manner Ability to think critically, plan strategically, and see the bigger picture across the Enterprise Ability to demonstrate high emotional intelligence in various situations dealing with both internal and external resources Ability to have a strong drive for results, the ability to bring others along and consistently produce top tier results Ability to translate data into insights and effectively tell the story at an executive level Ability to be influential and have experience leading change and leading initiatives cross-functionally Ability to gain commitment to shared goals with peers, Team, and departments Ability to establish and maintain effective working relationships across the organization in order to influence business decisions Ability to handle multiple tasks simultaneously and independently Ability to work through ambiguity and the ability to achieve productivity in an unstructured environment through thoughtful question-asking, self-structuring, creative ingenuity, and self-management Education Required: High School Diploma or GED Experience Demonstrated experience leading multiple teams or functions through subordinate Leaders Advanced level Business Acumen in functional area with understanding of broad business impacts Expansive and far-reaching knowledge in: Customer Experience Strategy and business case development Leading large, strategic initiatives and developing business cases Presenting to and working with executive level leadership Leading change and leading initiatives cross-functionally 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 the 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 Must meet confidentiality expectations as to confidential, proprietary and sensitive Company Air travel with frequent overnight stays, as determined by leader and project needs (up to 50%) Southwest Airlines is an Equal Opportunity Employer. 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