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