Summer 2027 Travel Products Customer Experience Operations Internship

Southwest Airlines Co.; Dallas (TX); On-site; USD 29,000 - 33,000; Full time

Job summary

Southwest Airlines Co. invites a Summer 2027 Travel Products Customer Experience Operations Intern to join our Dallas-based team.

The internship spans 12 weeks from May 18 to August 8, 2027, with 40 hours per week and on-site duties at our Love Field Drive headquarters. You will support data-driven insights, post-trip feedback analysis, and cross-functional projects aimed at improving the vacation experience.

Qualifications

• Must be at least 18 years old.
• U.S. citizenship or current authorization to work in the U.S. required.
• Progress toward a 4-year undergraduate degree preferred.
• To be eligible, you must be currently enrolled as a full-time student at the time of application and during the internship.
• Minimum 2.5 cumulative GPA at the time of application.

Responsibilities

• Analyze post-trip survey feedback to identify recurring customer themes and friction points.
• Develop recommendations for a long-term customer feedback management framework.
• Create a 30/60/90-day action plan to address customer experience opportunities.
• Utilize reporting tools to aggregate and interpret customer sentiment data.
• Present findings and recommendations to operations leaders and stakeholders.

Skills

Analytical thinking

Communication

Time management

Team collaboration

Microsoft Office

Excel

PowerPoint

Education

High School Diploma

Pursuing Bachelor's degree

GPA 2.5 minimum

Enrollment as full-time student

Tools

Unwrap platform

Job description

Department:

Travel Products

Our Company Promise

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.

Job Description:

Summer 2027 Travel Products Customer Experience Operations Internship

The Southwest Airlines' Travel Products Customer Experience Operations Intern may be asked to support a variety of projects for Getaways by Southwest:

• Travel Products Customer Experience & Operations Team: This Team supports the Getaways by Southwest business by enhancing the vacation Customer experience and driving operational excellence through data-driven insights. The Team collects and analyzes post-trip Customer feedback to better understand the vacation journey, identify opportunities for service recovery, improve supplier accountability, and increase overall Customer satisfaction. Interns will help establish sustainable processes for collecting, organizing, analyzing, and acting on Voice of Customer data while partnering with Customer Experience subject matter experts, Operations Leaders, and in-market Continuity Consultants to gain a comprehensive understanding of the end-to-end vacation experience and the operational processes that support it. This internship provides exposure to strategic business initiatives, cross-functional collaboration, and project management, with opportunities to support key projects from planning through execution, contribute to Department-wide initiatives, and work with Teams across the organization. The experience culminates in a capstone presentation delivered to Department Leaders and other key Stakeholders, highlighting the Intern's contributions and recommendations.

Additional Details

• Join Southwest as a Summer 2027 Intern, with a 12-week internship lasting from May 18 - August 8, 2027.
• Pay of $21-$24 per hour, corresponding with progress toward degree. Stipends may be offered based on eligibility and program criteria.
• The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX headquarters facility during business hours (2702 Love Field Drive).
• Dedicate 40 hours each week (maximum of 8 hours per day) to your internship responsibilities and tasks.
• Receive free, unlimited space available travel privileges for yourself (taxes and fees may apply on international travel).
• Interns will be provided any required equipment, such as a laptop, for the internship.
• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization 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.

Duties and Responsibilities

The duties and responsibilities of the Travel Products Customer Experience Operations Intern may include, but are not limited to:

• Analyze post-trip survey feedback to identify recurring Customer themes, trends, and friction points.
• Develop recommendations for a long-term Customer feedback management framework.
• Create a 30/60/90-day action plan to address identified Customer experience opportunities.
• Leverage the Unwrap platform and other reporting tools to aggregate and interpret Customer sentiment data.
• Identify trends that may indicate opportunities for hotel audits, supplier performance reviews, or operational improvements.
• Support remediation recommendations based on Customer impact and severity levels.
• Help identify opportunities for Customer recovery, service enhancement, and surprise-and-delight initiatives.
• Present findings and recommendations to Operations leaders and business stakeholders.

Knowledge, Skills, and Abilities

• Commitment to critical and analytical reasoning.
• Excellent communication and time management skills.
• Self-motivated and team-oriented.
• Ability to sit and stand while working on a computer for extended periods of time.
• Must work well with others as part of a team.
• Excellent verbal and written communication skills and ability to interact professionally with a diverse group, including Senior Leaders, Union Leadership, and subject matter experts.
• Ability to express ideas clearly in documents with proper organization, structure, grammar, and terminology suited to the audience.
• Must be able to handle multiple situations simultaneously with strong attention to detail.
• Able to properly manage highly sensitive and confidential information.
• Must demonstrate good judgment regarding confidential, proprietary, and sensitive Company information.
• Must be technically proficient with Microsoft Office products, especially Word and PowerPoint.

Education

• High School Diploma, GED or equivalent education required
• Progress toward a degree, major, or minor in Business, Business Analytics, Marketing, Strategic Planning, Innovation, Entrepreneurship, Management Information Systems, Communications, Economics, Operations Management, Supply Chain, Engineering, Technology, Strategy Development, Data Analytics, Aviation Management, Hospitality or similar degree required.
• Progress towards a 4-year undergraduate degree preferred.
• To be eligible, you must be currently enrolled as a full-time student at the time of application and during the internship.
• At least 3 semesters remaining at the time the internship ends is preferred.
• Minimum 2.5 cumulative GPA at the time of application.

Basic Qualifications

• Must be at least 18 years of age.
• You must have a valid U.S. Social Security Number to complete the full hiring process.

Experience

• Preferred: Experience with Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access).
• Preferred: Knowledge and/or experience using 5S or Lean Six Sigma process improvement methodologies.
• Preferred: Demonstrated interest and involvement in aviation.
• Preferred: Previous school and/or community leadership role.
• Preferred: Previous experience in problem-solving and working on a team.

Southwest Airlines is an Equal Opportunity Employer. Please print/save this job description because it won't be available after you apply.