Podcast Summary “Applying Leadership Development for a Rapidly Changing Workplace with Kristi Owens of Southwest Airlines”
From Intern to VP: A Journey Fueled by Curiosity
Kristi Owens’ career is a testament to what’s possible when you follow curiosity, take chances, and commit to growth. She’s been at Southwest Airlines for 24 years, an impressive tenure that began with a tech internship and evolved into leading one of the most forward-looking Talent and Leadership Development teams in the industry. Though her degree from the University of Oklahoma was in technology, Kristi eventually transitioned to the People Department (Southwest’s term for HR), where she found herself supporting the learning management system. That one career pivot sparked a deep and lasting connection to learning and development.
Since 2005, Kristi’s roles have ranged from LMS support to teaching new hire and leadership classes, to now overseeing a department that unifies L&D, performance management, org effectiveness, and workforce analytics under one strategic vision. Her department may be just two and a half years old, but its influence is already significant across the company.
Adapting Through Change: From ILT to Virtual Reach
Like many L&D leaders, Kristi has seen and led through significant change. COVID-19 forced a dramatic shift from in-person instructor-led training to virtual formats such as VILT. For a company with more than 100 locations, this pivot opened doors to scale learning in new ways. Kristi’s team now leans into tools like Microsoft Teams and Zoom to reach employees regardless of geography.
But the changes weren’t just logistical. Kristi noted a major generational shift in expectations. Today’s employees, especially younger ones, don’t just want training, they expect it. “It’s not just about money,” she shared. “They want growth and development.” That’s led to a more agile, responsive L&D function, one designed to skill people up quickly before they seek growth opportunities elsewhere.
Looking Ahead: Skills, AI, and the Talent Marketplace
When asked where L&D is headed, Kristi pointed to two big themes: skills and artificial intelligence. She’s currently guiding Southwest through the early phases of building a true talent marketplace, a data-driven ecosystem where the company can match internal talent to open roles based on skill gaps and strengths. That journey, she says, will take about three years, and they’re in “phase zero” now.
AI, meanwhile, is poised to dramatically speed up content development. Kristi recalls how long it used to take designers to build a single graphic. With AI tools now capable of handling visual and written content creation, L&D teams can produce faster, freeing up time for more strategic and creative work. “How can we meet our customers’ needs quicker?” she asks. AI might just be the answer.
The Human Side of Leadership: Resilience, Agility, and Love
Despite her technology roots and forward-looking focus, Kristi remains deeply grounded in the human side of leadership. Resilience and change agility are top priorities for Southwest leaders, particularly in a volatile industry like aviation. Leaders are expected to be a stabilizing force, even in the face of disruption.
And then there’s the heart of Southwest culture: love. “We talk about LUV a lot,” Kristi says, referring to the airline’s stock ticker and internal philosophy. Leaders must show genuine care for their people, especially around mental health and well-being. Creating psychological safety and leading with empathy isn’t a “nice to have” anymore, it’s essential.
Go-To Resources: Curated by Her Team
When it comes to staying informed, Kristi gives full credit to her team. “They’re constantly feeding me podcasts, articles, and resources,” she said, laughing. She relies on their curiosity and insight to stay current, listening to podcasts on her commute and staying sharp with resources like TrainingPros’ industry updates.
Book Recommendation: The Motive by Patrick Lencioni
For those looking to grow into L&D leadership, Kristi recommends Patrick Lencioni’s The Motive. A longtime favorite of hers, and a friend of Southwest Airlines, Lencioni’s work resonates because it separates leaders who seek responsibility from those who seek reward. The Motive is part leadership parable, part practical guide, and all about understanding the why behind wanting to lead. For Kristi, it’s a book that gets to the heart of what makes a leader worth following.
Kristi’s story is both inspiring and grounded, a reminder that longevity in a company doesn’t mean stagnation, and that innovation and heart can coexist in corporate learning.
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