Global Customer Journey Mapping Lead — Aviation Industry Expert

🏢 ABOUT THE COMPANY

Southwest Airlines is a US-based airline founded in 1967 with a mission to be the world's most loved, most efficient, and most rewarding airline. With over 60,000 employees, we operate over 4,000 daily flights and serve more than 120 destinations across the globe. Our employees are the backbone of our company, and we prioritize their well-being, growth, and development. At Southwest Airlines, we value our employees' unique experiences, perspectives, and contributions, and we strive to create a workplace culture that is inclusive, empathetic, and fun.

🎯 ROLE OVERVIEW

As a Global Customer Journey Mapping Lead, you will be responsible for analyzing and optimizing our customers' experiences across all touchpoints, from initial research to post-flight interactions. You will work closely with our cross-functional teams, including customer service, product development, and marketing, to design and implement customer-centric solutions that drive loyalty and retention. You will report directly to our Head of Customer Experience and will be a key member of our Customer Experience team.

📋 KEY RESPONSIBILITIES

• Develop and implement customer journey maps for various customer segments, including leisure travelers, business travelers, and families.

• Analyze customer feedback, sentiment, and behavioral data to identify areas of improvement and opportunity.

• Collaborate with product development and marketing teams to design and launch customer-centric products and services.

• Develop and maintain relationships with key stakeholders, including customer service agents, airport representatives, and airline partners.

• Conduct customer interviews, surveys, and focus groups to gather insights and feedback.

• Stay up-to-date with industry trends, best practices, and emerging technologies that impact customer experience.

• Develop and track key performance indicators (KPIs) to measure the success of customer experience initiatives.

• Identify opportunities for process improvements and efficiency gains.

• Develop and communicate customer experience metrics and insights to senior leadership.

✅ REQUIRED QUALIFICATIONS

• 5+ years of experience in customer experience, marketing, or a related field.

• Bachelor's degree in Marketing, Business Administration, or a related field.

• Proven experience in customer journey mapping, customer experience design, or a related field.

• Excellent analytical, problem-solving, and communication skills.

• Ability to work in a fast-paced, dynamic environment.

• Experience working in the aviation industry is a plus.

• Proficiency in customer experience tools, such as Medallia or Qualtrics.

⭐ PREFERRED QUALIFICATIONS

• Master's degree in Business Administration, Marketing, or a related field.

• Experience working in a leadership or management role.

• Certification in customer experience, marketing, or a related field.

• Familiarity with airline operations and customer service.

• Experience working in a global or multicultural environment.

💰 WHAT WE OFFER

We offer a competitive salary range of £50,000 - £80,000 per year, depending on experience.

We provide comprehensive health insurance, a contributory pension scheme, and generous holiday entitlement.

We offer a £1,000 annual learning and development budget to support your growth and development.

We prioritize work-life balance and offer flexible working arrangements, including remote work options.

We value our employees' unique experiences and perspectives and strive to create an inclusive and empathetic work environment.

👥 ABOUT THE TEAM

Our Customer Experience team is a dynamic and collaborative group of professionals who share a passion for delivering exceptional customer experiences. We work closely with cross-functional teams to design and implement customer-centric solutions that drive loyalty and retention. We are a team of 10 professionals, each with a unique set of experiences and perspectives, and we value diversity, empathy, and creativity.

📨 HOW TO APPLY

If you are a motivated and experienced customer experience professional looking for a new challenge, please submit your resume, a cover letter outlining your experience and qualifications, and any relevant work samples or projects. We look forward to hearing from you!

Please allow 2-3 weeks for a response to your application.

We are committed to diversity and inclusion in our hiring process and welcome applications from all qualified candidates.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	123 Main Street, EC1A 7AA
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	Southwest Airlines
Valid Until	2026-10-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Southwest Airlines. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.