• Advisor Human Centered Design

    Post Begin Date 1 month ago(9/19/2018 9:22 AM)
    Requisition ID
    Employment Type
    Regular Full-Time
    28-Corporate Strategy & Planning
  • Overview

    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.


    Corporate Strategy and Innovation is a new strategic function at Southwest aimed at creating value across the enterprise by leveraging the power of Design. The Design Team within Southwest’s Innovation Center in Corporate Strategy and Innovation.

    This position is expected to translate the business's top innovation priorities into product strategies, employee and customer experiences, brand direction, and new ventures that are scalable and relevant for Southwest.


    The Advisor, Human Centered Design role will be responsible for all aspects of the front-end design process, ranging from problem definition, performing and analyzing consumer research, to brainstorming ideas and visualizing concepts. He/she is fueled by imagination and creativity, and loves the challenge of creating what has not yet been created.


    Project challenges will span across the travel category and may include brand-led innovation, new business creation, new products, and strategic whitespace development. The position requires strong leadership of cross-discipline teams consisting of design innovation, brand designers, industrial designers, and key business partners to solve Southwest innovation challenges. S/he will have a strong work ethic for taking on unique and complex problems that have broad impact on the business, while focusing on new product creation driven through the lens of the consumer.



    The person in this role will be accountable for supporting the development and delivery of a wide range of innovation projects. S/he will need to help deliver projects from initial ideation and concept development, and support pilot and commercialization efforts:

    • Partners with Corporate Strategy, consumer and employee insights, brand Leadership etc. to develop new design platforms grounded in consumer insights and leverages technology and trends to create new sources of growth. This includes working with business partners to properly scope, brief, and plan innovation projects that may include concepting for new air and travel products, services and experiences, or new business ecosystems.
    • Provides leadership and content development for cross-functional teams in the front-end innovation process and activities (across observation, analysis, directions, ideation, concept refinement) that will lead to strong and high-quality outputs and concepts.
    • Has the ability to visualize new design platforms / products and can effectively leverage design tools (e.g. sketching, prototypes, video etc.) to bring their vision/recommendations to life.
    • Champions the strategic framing of initiatives and projects, ensuring that future products/portfolios/platforms are aligned with business and brand objectives
    • Should have experience with qualitative and quantitative methodologies for demonstrating new concept, mockup, prototype and beta program value propositions, benefits, and positioning
    • Has strong experience in developing learning plans, research protocols, nd planning.
    • Provides design leadership around analysis and synthesis, including the ability to framework, articulate definitive design principles with clear link to ideation and idea refinement
    • Has a strong capability to identify people's unmet needs and is able to articulate and deliver that into a design strategy and business opportunity.
    • Able to plan and facilitate dynamic work sessions for both small and larger groups who may not be familiar with the innovation process or culture of innovation.
    • Has experience in building/ making concepts, mockups, prototypes and pilots for services, experiences, or in-market experiments. Able to lead "lean startup" build-learn-measure methodology.
    • Influences with strong character and practical experience. Must be an articulate communicator comfortable defending ideas, enrolling business partners, educating teams on methodology, and presenting to high-level stakeholders. A positive and motivating leader for innovation teams to build a strong innovation culture.



    • 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.



    • Bachelor's degree in Human Center Design or related field required
    • Master's Degree is highly preferred 



    • 12+ years of Human Centered Design, strategy and brand or business transformation experience required
    • Proven ability to communicate with a technical organization and a creative marketing organization
    • A creative problem solver and dot connector
    • Strong presentation skills
    • Ability to work in dynamic work environment
    • Can build strong relationships with multiple stakeholders and project leads
    • Prior Global Experience highly preferred
    • Prior leadership experience highly preferred

    Additional experience/skills: 

    • Experience with quantitative methodologies for demonstrating new concept value propositions, benefits, and positioning
    • Experience in conducting ethnographic research, creating methodologies, and planning.
    • Able to develop criteria and point of view on innovation opportunity areas and prioritization
    • Has a strong capability to identify people's unmet needs and is able to articulate and deliver that into a design strategy and business opportunity.
    • Able to plan and facilitate dynamic work sessions for both small and larger groups who may not be familiar with the innovation






    • Must possess a highly developed business acumen and ability to interface with executive management.
    • Strong leadership skills with proven ability to facilitate cross-functional teams.
    • Strong analytical and problem solving skills. Ability to engage and lead ambiguous problem solving with teams to drive meaningful conclusion.
    • Strong analytical and problem solving background and associated skills (e.g. analyze market trends, voice of customer information, competitive threats, and product and operational strategic needs).
    • Demonstrated ability to identify, execute and manage significant engagements across Operations and Technology functions of the business.
    • Proficient with standard project management tools including project plans, resource capacity planning, risk management, etc.
    • Excellent written and verbal communication, presentation and facilitation skills. Ability to think creatively and strategically, and to take a proactive goal-setting approach to continuous improvement.
    • Collaborative and team-oriented working style.
    • Optimistic, energetic and passionate in achieving business and operating success.
    • Technical competencies: Value Stream Mapping, Process Mapping, Project Management, use case development, requirements elaboration, test case development, system testing and Change Management.
    • Must be able to comply with Company attendance standards as described in established guidelines.
    • Ability to properly manage highly sensitive and confidential information effectively.
    • Must be able to assume high level responsibility and demonstrate sound judgment.
    • Knowledge of Southwest Airlines business processes and operational policies and procedures.    


    • Frequent travel and extended work hours may be required.
    • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.


    Southwest Airlines is an Equal Opportunity Employer 

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