Title: Building Bridges: Explore how Southwest Airlines Leads through Change
Presenter: Lori Winters
Skill Level: *Beginner* (0-3 Years of Change Management Experience)
Track: Enterprise Capabilities and Leadership
Southwest Airlines Founder and former Chairman/CEO, Herb Kelleher, once said, “If you don’t change, you die.” Because Southwest cares for both Employees and Customers, they’ve always led change naturally well, but 8 years ago, they began formalizing change management to take it to the next level. Today, the Change Leadership team is recognized in the company as a thriving, value-added partner on all of the company’s large-scale change initiatives and is sought after as a trusted partner. See how they went from 0 to 20+ practitioners, learn about their unique methodology that helps people immediately understand the value of change management, and understand how they apply their methodology to help shape a better employee and customer experience during emotional and transformational change.
Lori Winters currently serves as Senior Director of Employee Experience and Change for Southwest Airlines. In this role, Lori is developing a new internal employee experience capability focused on understanding the “voice of the employee” and implementing improvements to the end-to-end employee journey. Additionally, she formed and leads a team of organizational change management practitioners who identify and implement strategies to minimize the impacts of process, people, and technology-related change for employees.
Lori joined Southwest in 2006 as a Director within the Customer Support and Services Department, focusing on strategy and projects. In 2011, Lori began developing a Change Leadership practice for Southwest, where she and her team have worked on projects ranging from technology implementations to strategic business transformations. Prior to joining Southwest, Lori worked for Deloitte Consulting for eight years, where she also contributed to two change-related books with Deloitte Consulting partner, Dan Cohen: The Heart of Change and The Heart of Change Field Guide.
Lori earned a Bachelor of Science in Education from Baylor University and a Master of Science in Communication from the University of North Texas (UNT).
- Understand how Southwest Airlines created a thriving Change Leadership practice
- Learn about the Southwest Airlines Change Leadership “Bridge” Methodology and how it is effective in “selling” the services internally
- Explore the Southwest Airlines methodology in action by walking through a real-life case study