Job Description:About the RoleThe Director of Customer Experience & Insights leads JSX's Customer experience strategy and Voice of Customer (VoC) program, connecting what Customers tell us with the improvements that matter most to their experience.
You'll own the end-to-end Customer journey, from booking and preflight communications to the lounge, onboard experience, and post-flight engagement. You'll use Customer feedback, operational data, and research to understand what's working, uncover opportunities, and turn insights into prioritized action.
This role sits at the intersection of strategy, analytics, product development, and hospitality. Working within the brand framework established by Marketing, you'll shape how JSX's brand comes to life through physical spaces, onboard offerings, service standards, and Customer communications. You'll partner closely with Hospitality and Operations, who deliver the experience day to day, while helping define the standards and improvements that make it exceptional.
You'll also build and lead a lean team of 1-3 Crewmembers, manage key vendor relationships, and work across the organization to bring new experiences to market.
A Day in the LifeIn this role, you'll:
Customer Experience Strategy & Journey- Define and maintain standards for the end-to-end JSX Customer journey, partnering with Hospitality, Operations, Marketing, and Customer Support.
- Develop and manage the annual CX roadmap, prioritizing initiatives, budgets, ownership, and expected impact on Customer satisfaction and repeat flying.
- Lead the launch of new Customer experience features and service enhancements, ensuring Crewmembers are prepared and Customers are informed.
- Represent the Customer perspective in cross-functional decisions involving fleet, stations, policies, and operational changes.
- Partner with IT and UX teams to establish digital experience standards and improve self-service, booking, and Customer satisfaction across the website and app.
Customer Insights & Voice of Customer- Own JSX's Voice of Customer program through Qualtrics, including post-flight surveys, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and targeted research.
- Design and execute Customer surveys to evaluate potential products, policies, and service changes before launch.
- Develop CX dashboards and monthly executive scorecards tracking Customer satisfaction across stations, routes, aircraft, and irregular operations (IROPs).
- Establish a consistent process for sharing Customer insights across JSX, highlighting trends, opportunities, and accountability for follow-up actions.
- Leverage AI tools to synthesize survey responses, Customer Support interactions, and operational data into clear, actionable recommendations.
- Partner with IT and analytics teams to connect Customer feedback with booking, loyalty, and operational data to identify the drivers of satisfaction and retention.
- Go beyond reporting scores to investigate root causes, identify recurring issues, and coordinate lasting improvements with responsible teams.
Physical & Onboard Product- Translate JSX's brand strategy into the physical Customer experience through furnishings, food and beverage, signage, merchandise, and other service elements.
- Coordinate Customer-facing product changes, fleet additions, and specialty aircraft wraps with Operations, Marketing, Legal, and other stakeholders.
- Own the onboard food and beverage program, including seasonal menu development and partnerships with snack and beverage suppliers.
- Manage and improve station vending and fresh food offerings.
- Lead Customer-facing lounge concepts and refreshes in partnership with Hospitality, Airports, PMO, and design partners.
- Establish standards for station signage, lounge materials, and distinctive experience elements while empowering Hospitality and Operations to execute.
- Represent the Commercial perspective on cabin interior projects, including layouts, fixtures, and seating configurations, in partnership with Technical Operations, Engineering, and PMO.
- Oversee branded merchandise and the JSX company store for Customers and Crewmembers.
Customer Communications & Service Experience- Establish Customer communication standards for irregular operations, policy changes, and security updates, aligned with Marketing's brand voice.
- Partner with Hospitality to define station experience standards, new station launch requirements, and in-station programming.
- Own the strategy and standards for JSX's VIP Customer program, including eligibility criteria and experience design, while partnering with Hospitality on execution.
Team Leadership & Business Management- Build, lead, and develop a team of 1-3 Crewmembers supporting Customer experience programs and insights.
- Own the CX budget and manage vendor relationships spanning survey platforms, consulting, food and beverage, vending, signage, and merchandise.
- Establish clear vendor expectations, scopes, timelines, and performance standards.
- Build strong relationships across JSX to ensure Customer experience initiatives are aligned, actionable, and successfully implemented.
Why You'll Love This Role- Shape the JSX Experience: Influence the details that make JSX memorable, from the lounge environment and onboard offerings to the way we communicate with Customers.
- Turn Insights Into Action: Go beyond measuring Customer satisfaction to uncover root causes, prioritize improvements, and see those changes come to life.
- Own the Entire Journey: Work across physical, digital, and service touchpoints to create a more consistent and seamless Customer experience.
- Build Something Meaningful: Develop the CX strategy, Voice of Customer program, and team that will help JSX continue to grow.
- Work Across the Business: Collaborate with Marketing, Hospitality, Operations, IT, Technical Operations, and executive leadership on initiatives that directly impact Customers.
- Stay Close to the Experience: Spend time in lounges, onboard aircraft, and engaging with Customers to understand the experience firsthand.
What Makes a Successful Director of Customer Experience & Insights?We're looking for someone who is:
- Customer-Obsessed: You understand that every detail contributes to the Customer experience and consistently advocate for decisions that make it better.
- Analytical: You look beyond satisfaction scores to understand underlying drivers, identify trends, and recommend meaningful action.
- Strategic: You connect individual touchpoints to the broader Customer journey and build scalable standards that support long-term growth.
- Curious: You're driven to understand why Customers feel the way they do and aren't satisfied with surface-level explanations.
- Collaborative: You influence cross-functional partners, build trust, and recognize that delivering an exceptional experience requires the entire organization.
- Hands-On: You're equally comfortable presenting insights to executives, evaluating product options, and spending time in the operation.
- Creative: You can translate a brand vision into tangible products, spaces, services, and experiences that differentiate JSX.
- Entrepreneurial: You take ownership, build new capabilities, and thrive in an environment where initiative, resourcefulness, and continuous improvement matter.
Required Experience- 8-12 years of experience in Customer experience, guest experience, Customer insights, product design, or related disciplines.
- 3+ years of experience leading cross-functional programs and working with senior stakeholders.
- Hands-on experience managing a Voice of Customer program using Qualtrics, Medallia, or a similar platform, including survey design and NPS methodology.
- Experience using AI tools to analyze complex information and translate findings into clear, actionable insights.
- Experience hiring, leading, and developing direct reports.
- Strong analytical capabilities, including experience with dashboards and visualization tools such as Power BI or Tableau.
- Experience partnering with data and analytics teams to investigate Customer trends and identify root causes.
- Demonstrated experience delivering physical Customer-facing products or experiences, such as food and beverage programs, retail offerings, occupied spaces, or signage initiatives.
- Proven experience managing vendors, budgets, and project deliverables.
- Strong executive communication and presentation skills, with the ability to translate complex findings into clear recommendations.
- Ability to lead through influence and collaborate effectively across multiple departments.
- Willingness to engage directly with Customers and spend time in operational environments to understand the experience firsthand.
Preferred Experience- Airline or aviation operations experience, including familiarity with Part 135 or charter operations.
- Experience with premium hospitality, luxury travel, or premium consumer brands.
- Background in industrial engineering, process improvement, or service design.
- Familiarity with Lean, Six Sigma, Customer journey mapping, or process mapping methodologies.
- Experience launching new Customer experience programs, physical products, or service enhancements across multiple locations.
Benefits & Perks- Health Benefits: New Crewmembers become eligible for coverage on the 1st of the month following the start date, with medical plans beginning at just $110/month. 100% employer-paid dental & vision, plus up to $2,100 annually for HSA contribution. Short-term and long-term disability coverage at no cost.
- Travel Benefits: Enjoy free non-revenue standby travel on JSX, plus deeply discounted standby travel on other major domestic and international airlines for you and your qualifying immediate family.
- 401(k) Match: 50% of your first 8%.
- Generous PTO: Take time to recharge with our flexible PTO plan.
Additional InformationThis role requires regular collaboration with operational teams and direct engagement with the JSX Customer experience, including time spent in airport lounges, onboard aircraft, and other Customer-facing environments. May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate, including emergencies, changes in workload, rush jobs, technical developments, or evolving business needs.
Ready to soar with us? Join JSX, where every day is a chance to be part of something eXtraordinary!
Compensation Range:$132,900.0 - $166,100.0
