Global Digital Experience Strategist — Customer Engagement

🏢 ABOUT THE COMPANY

Southwest Airlines is a US-based airline that has been in operation since 1967, founded by Herb Kelleher and Rollin King. With a mission to democratize air travel by offering low fares and a unique customer experience, Southwest has grown into one of the world's largest airlines. With over 60,000 employees, Southwest operates a fleet of over 800 aircraft and serves destinations across the world. As a company, Southwest values its unique culture, which prioritizes employee satisfaction and community involvement. With a strong commitment to innovation and customer satisfaction, Southwest has become a great place to work.

🎯 ROLE OVERVIEW

As a Global Digital Experience Strategist — Customer Engagement, you will play a key role in shaping the future of Southwest's digital experience. Working closely with cross-functional teams, you will be responsible for crafting a customer-centric digital strategy that enhances engagement and drives business growth. Reporting to the Director of Digital Strategy, you will analyze customer behavior, identify trends, and develop data-driven insights to inform digital product development. Your success will directly impact the airline's ability to deliver seamless and personalized experiences to customers worldwide.

📋 KEY RESPONSIBILITIES

As a Global Digital Experience Strategist — Customer Engagement, you will be responsible for the following:

* Developing and executing a customer-centric digital strategy that aligns with business objectives.

* Conducting customer research and analyzing data to inform digital product development.

* Collaborating with cross-functional teams to ensure seamless integration and effective execution of digital initiatives.

* Designing and implementing digital experiences that enhance customer engagement and drive business growth.

* Analyzing customer feedback and behavior to identify trends and areas for improvement.

* Developing and maintaining relationships with key stakeholders to ensure effective communication and collaboration.

* Staying up-to-date with industry trends and emerging technologies to inform digital strategy and innovation.

* Collaborating with the digital product team to prioritize and roadmap digital initiatives.

* Developing and maintaining a comprehensive understanding of Southwest's customer needs and preferences.

✅ REQUIRED QUALIFICATIONS

To be considered for this role, you will need:

* 5+ years of experience in digital strategy, customer experience, or a related field.

* A bachelor's degree in a related field such as marketing, business, or computer science.

* Proven experience in developing and executing customer-centric digital strategies.

* Excellent analytical and problem-solving skills, with the ability to interpret complex data and develop actionable insights.

* Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.

* Experience working with digital tools and technologies such as Adobe Experience Manager, Salesforce, and Google Analytics.

* Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.

⭐ PREFERRED QUALIFICATIONS

While not required, the following skills and experience are highly desirable:

* Master's degree in a related field such as business or marketing.

* Certification in digital marketing or customer experience.

* Experience working in a fast-paced, dynamic environment with multiple stakeholders.

* Strong understanding of Southwest's business and industry.

* Familiarity with Southwest's products and services.

💰 WHAT WE OFFER

As a Global Digital Experience Strategist — Customer Engagement, you will be offered a competitive salary range of £50,000 - £80,000 per annum, depending on experience. In addition, you will receive:

* A comprehensive benefits package, including health insurance, retirement plan, and generous vacation days.

* A remote work policy, allowing you to work from home or a designated office location.

* A learning and development budget, to support your professional growth and development.

* Opportunities for career advancement and professional growth within the company.

* A dynamic and collaborative team environment, with opportunities to engage with cross-functional teams and stakeholders.

* A comprehensive onboarding program, to ensure a smooth transition into your new role.

👥 ABOUT THE TEAM

As a key member of the digital strategy team, you will work closely with a diverse group of professionals who share your passion for delivering exceptional customer experiences. Our team is committed to innovation, creativity, and collaboration, with a focus on delivering business results. We strive to maintain a culture of openness, inclusivity, and respect, with a focus on fostering a positive and supportive work environment.

📨 HOW TO APPLY

To apply for this role, please submit a cover letter and resume to our careers website. We encourage you to include any relevant samples or portfolios that demonstrate your skills and experience. We look forward to reviewing your application!

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	Southwest Airlines, 1st Floor, The Shard, 32 London Bridge St, London SE1 9SG, SE1 9SG
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.