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11 months ago
Southwest Airlines
Location: Dallas, Texas
Job type: Contract/Locum
Contact: No Name
Category: Office


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.





Partners with senior leadership across Southwest to lead various activities required in the ongoing development and delivery of the Company's strategic initiatives. The position is dedicated to identifying solutions for complex problems and implementing various corporate initiatives.


The Business Transformation Solution Customer Business Consultant will join the Business Transformation Solution Customer Team, reporting to the Manager, Business Transformation Solution Customer.

The Business Transformation Solution Customer Team focuses on areas of the Southwest travel journey that have direct Customer interaction and impact, including contact centers and Teams, Customer-centric airport operations including curb to lobby to gate area, as well as the end-to-end Customer Experience.


As core member of the Business Transformation Solution Customer team, the Business Consultant will actively contribute by providing thought and technical leadership in the development of solutions, value propositions and business case development. You will partner with internal Customers to translate their strategic business objectives into concrete solutions that consider implications to People , processes, and tools/technologies. You will interact directly with an extended group of key stakeholders to gain momentum for crucial strategies and to ensure delivery occurs per our Customers’ requirements.


As a Business Consultant you will be focused on ideation to project launch and potentially engaged throughout project delivery. As such, you must demonstrate understanding and successful execution of primary project management office functions within the PMO service areas including portfolio management, project governance, and project management standards. Duties will include defining, implementing, and maintaining PMO processes and interacting with stakeholders across the Company to ensure PMO processes are efficiently performed.

Business Knowledge of assigned area:

  • Develops deep understanding of Customer priorities, value drivers, and challenges. Uses this knowledge to translate Customer needs to the Technology and Corporate Delivery Teams involved in the work
  • Effectively manages Customer expectations and helps drive innovation in Customer areas
  • Partner with Customer to create and maintain the Capability Roadmap of functional capabilities for the next 3-10 years
  • Facilitates the demand management process, including shaping and prioritization discussions with Customers, and facilitates Senior Leadership prioritization and review
  • Possesses in-depth knowledge of functional capabilities and processes, both SWA and Industry, and understands how a capability impacts revenue and cost both negatively and positively
  • Quickly becomes a subject matter expert within new and disparate functional areas with limited guidance

Technical Expertise:

  • Proactively identifies new ways to create value through business process improvements and technology enhancements
  • Understands technical implications of solutions and able to communicate change management implications, testing, and training requirements back to impacted stakeholders
  • Capacity to understand and anticipate large-scale, complex challenges within domain (including risk, dependencies, timelines, scope, etc)


  • Builds and maintains alignment with multiple stakeholders across Southwest, with a primary focus on the represented Customer area
  • Effectively partners with Customer to help them solve problems and achieve their goals 
  • Earns respect as a trusted advisor both internally to Technology and Corporate Delivery as well as with Customers 
  • Fosters Teamwork and collaboration amongst different departments and workgroups
  • Drives solutions within a Team/group without being a subject matter expert
  • Takes a Leadership role within a Team/group that he/she does not directly manage, and helps others take initiative to complete tasks
  • Utilizes emotional intelligence and communication skills to influence and drive change across respective Customer functions
  • May perform other job duties as directed by the Employee's leader
  • Must be able to meet any physical ability requirements listed on this description






  • High School Diploma, GED or equivalent education required. 
  • Must be at least 18 years of age. 
  • Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.



  • Bachelors degree required.
  • MBA preferred. 




  • Minimum of 5 years technical or program consulting experience in a large, enterprise environment required.

  • At least 2 years of experience in technical or technology related role preferred.
  • Consulting experience a plus.
  • Pro-active and entrepreneurial attitude with a “can do” attitude in meeting challenges required.

  • Proven understanding of complex technical systems and on how they solve business issues, interact and impact the core business required.

  • Experience in process modeling, user experience modeling and basic technical architecture diagramming required.

  • Airline, hospitality or travel industry experience preferred.




  • May require extended work hours per Leaders request.



  • Assist in re-engineering business and system processes around Customer Service, Customer Self-Service, and Touchpoint/Channel Management

  • Must proactively work to resolve issues and identify opportunities for continuous improvement.

  • Proven analytical and quantitative skills.

  • Can interpret technical and business strategy roadmaps and apply a detailed technical solution

  • Assumes a high level of responsibility and drives tasks to timely completion.

  • Has a history of properly managing highly sensitive and confidential information.

  • Maintains composure under pressure and accurately assesses problem situations.

  • Knowledge of issues/risk management

  • Lead discovery workshops, solution presentations and prototype demonstrations

  • Responsible for identification and inventory of customer process pain points and gaps in best practices

  • Expert knowledge of project processes, problem management tools and procedures.

  • Expert knowledge of MS Power Point, Visio, MS Office Suite.

  • Proficient financial acumen to interpret corporate financial analysis and financial statements.

  • Works effectively in a fast paced, collaborative, Team based environment.




Southwest Airlines is an Equal Opportunity Employer

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