Sr Owned Comms Consultant
Southwest Airlines, Dallas, TX, United States
Department:
Digital
Job Description As a Sr Owned Communications Consultant, you'll serve as a strategic leader within Southwest's Digital Merchandising ecosystem—turning complex business priorities into clear, Customer‑first communication strategies that drive revenue, improve Customer Experience, and protect brand trust. You'll lead enterprise‑scale initiatives across owned channels including web, email, SMS, push, and WiFi portals, shaping omnichannel journeys that support major transformations such as fare launches, monetization initiatives, and digital product enhancements. Partnering closely with Digital, Marketing, Technology, Commercial Planning, and Analytics, you'll provide Executive‑level storytelling, influence decision‑making, and orchestrate hundreds of touchpoints tied to measurable outcomes. By leveraging Customer insights, channel analytics, and emerging capabilities, you'll deliver integrated communication strategies that accelerate adoption, optimize merchandising performance, and ensure Southwest shows up with clarity and confidence during moments of change.
Office location: Required to work from Dallas, TX headquarters during business hours.
U.S. citizenship or current authorization to work in the United States required; no 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.
Responsibilities
Create communication strategies to inspire current customers to retain and expand their use of our products.
Partner across our digital organization to pressure test and optimize the customer journey, elevate online shopping volumes from non‑paid traffic channels, and increase engagement on southwest.com.
View customer communications holistically and understand how and when we should communicate with customers to ensure we retain them while driving overall revenue and brand loyalty.
Drive research for customer insights to improve data sets that will tell us what people want and need from Southwest and develop strategies to address these insights.
Educate and champion owned communication best practices to internal stakeholders in order to drive consensus.
Drive conversation and collaboration with data scientists and analytics to identify areas of campaign opportunity and map out B2B, B2C CRM and retention roadmap based on business results (churn trends, competitive threats, high‑risk customers, lifecycle trends).
Proactively drive content/communication strategy for opportunities that have not yet been considered, but have a need for support.
Provide a seamless Omni‑channel experience across the customer journey for a unified brand experience and retargeting efforts by partnering with other channel planners in the organization.
Review operational performance, customer insights, and/or future needs to clarify key challenges, diagnose root cause, and recognize channel performance improvement opportunities; use to inform future campaigns.
May perform other job duties as directed by Employee's Leaders.
Knowledge, Skills, and Abilities
Customer‑first mindset to ensure communication plans align to customer needs, not just business priorities.
Subject matter expertise in all communication levers being utilized/available for generating demand and online engagement through non‑paid traffic channels.
Clear communicator of campaign objectives, messaging priorities, and strategies through presentations and communication guides.
Strong point of view on communication opportunities and the ability to articulate recommendations confidently.
Expert knowledge of the marketing funnel, channel planning, and customer journey from inspiration to purchase.
Expert knowledge of consumer insights and usage to determine channel mix.
Ability to build relationships, inspire, influence, collaborate, and gain alignment.
Provide executive‑level presentations to clearly communicate total campaign strategies and leverage influence to sell recommendations.
Solution oriented and positively impacts the environment of the direct team and Marketing department.
Education
Required: High School Diploma or GED.
Experience
Expert‑level experience, seasoned and specialized knowledge in:
Marketing
Owned channels (email, web, push, SMS)
Communications strategy
Consumer behavior, customer insights
Customer journey orchestration
Preferred: Experience with CDP (Customer Data Platform).
Preferred: Experience in Airship, Confluence, Movable Ink, Agile Methodology, Jira, FIGMA, MIRO, PROS, Quantum Metrics, AJO, or CDP.
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 English to meet job demands.
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet job demands.
Other Qualifications
Must maintain a well‑groomed appearance per Company appearance standards.
Must be a U.S. citizen or have authorization to work in the United States.
Must be at least 18 years of age.
Must be able to comply with Company attendance standards.
Pay & Benefits Competitive market salary from $125,900 per year to $139,900 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.
Fly for free, as a privilege, on any open seat on all Southwest flights (eligible dependents too).
Southwest will help fund your 401(k) retirement savings with company contributions up to 9.3% of your eligible earnings.
Potential for annual profit‑sharing contribution in the Southwest Retirement Savings Plan.
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.
401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits.
Profit‑sharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the company.
Southwest Airlines is an Equal Opportunity Employer.
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Digital
Job Description As a Sr Owned Communications Consultant, you'll serve as a strategic leader within Southwest's Digital Merchandising ecosystem—turning complex business priorities into clear, Customer‑first communication strategies that drive revenue, improve Customer Experience, and protect brand trust. You'll lead enterprise‑scale initiatives across owned channels including web, email, SMS, push, and WiFi portals, shaping omnichannel journeys that support major transformations such as fare launches, monetization initiatives, and digital product enhancements. Partnering closely with Digital, Marketing, Technology, Commercial Planning, and Analytics, you'll provide Executive‑level storytelling, influence decision‑making, and orchestrate hundreds of touchpoints tied to measurable outcomes. By leveraging Customer insights, channel analytics, and emerging capabilities, you'll deliver integrated communication strategies that accelerate adoption, optimize merchandising performance, and ensure Southwest shows up with clarity and confidence during moments of change.
Office location: Required to work from Dallas, TX headquarters during business hours.
U.S. citizenship or current authorization to work in the United States required; no 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.
Responsibilities
Create communication strategies to inspire current customers to retain and expand their use of our products.
Partner across our digital organization to pressure test and optimize the customer journey, elevate online shopping volumes from non‑paid traffic channels, and increase engagement on southwest.com.
View customer communications holistically and understand how and when we should communicate with customers to ensure we retain them while driving overall revenue and brand loyalty.
Drive research for customer insights to improve data sets that will tell us what people want and need from Southwest and develop strategies to address these insights.
Educate and champion owned communication best practices to internal stakeholders in order to drive consensus.
Drive conversation and collaboration with data scientists and analytics to identify areas of campaign opportunity and map out B2B, B2C CRM and retention roadmap based on business results (churn trends, competitive threats, high‑risk customers, lifecycle trends).
Proactively drive content/communication strategy for opportunities that have not yet been considered, but have a need for support.
Provide a seamless Omni‑channel experience across the customer journey for a unified brand experience and retargeting efforts by partnering with other channel planners in the organization.
Review operational performance, customer insights, and/or future needs to clarify key challenges, diagnose root cause, and recognize channel performance improvement opportunities; use to inform future campaigns.
May perform other job duties as directed by Employee's Leaders.
Knowledge, Skills, and Abilities
Customer‑first mindset to ensure communication plans align to customer needs, not just business priorities.
Subject matter expertise in all communication levers being utilized/available for generating demand and online engagement through non‑paid traffic channels.
Clear communicator of campaign objectives, messaging priorities, and strategies through presentations and communication guides.
Strong point of view on communication opportunities and the ability to articulate recommendations confidently.
Expert knowledge of the marketing funnel, channel planning, and customer journey from inspiration to purchase.
Expert knowledge of consumer insights and usage to determine channel mix.
Ability to build relationships, inspire, influence, collaborate, and gain alignment.
Provide executive‑level presentations to clearly communicate total campaign strategies and leverage influence to sell recommendations.
Solution oriented and positively impacts the environment of the direct team and Marketing department.
Education
Required: High School Diploma or GED.
Experience
Expert‑level experience, seasoned and specialized knowledge in:
Marketing
Owned channels (email, web, push, SMS)
Communications strategy
Consumer behavior, customer insights
Customer journey orchestration
Preferred: Experience with CDP (Customer Data Platform).
Preferred: Experience in Airship, Confluence, Movable Ink, Agile Methodology, Jira, FIGMA, MIRO, PROS, Quantum Metrics, AJO, or CDP.
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 English to meet job demands.
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet job demands.
Other Qualifications
Must maintain a well‑groomed appearance per Company appearance standards.
Must be a U.S. citizen or have authorization to work in the United States.
Must be at least 18 years of age.
Must be able to comply with Company attendance standards.
Pay & Benefits Competitive market salary from $125,900 per year to $139,900 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.
Fly for free, as a privilege, on any open seat on all Southwest flights (eligible dependents too).
Southwest will help fund your 401(k) retirement savings with company contributions up to 9.3% of your eligible earnings.
Potential for annual profit‑sharing contribution in the Southwest Retirement Savings Plan.
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.
401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits.
Profit‑sharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the company.
Southwest Airlines is an Equal Opportunity Employer.
#J-18808-Ljbffr