Sr Manager Customer Insights

Department:

Customer & Brand 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

• 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.

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

• 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 

Southwest Airlines is an Equal Opportunity Employer.
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Job Posting End Date
07/24/2026