What Will You Be Doing?

The Sr. Director, Customer Experience will lead the design and execution of Frontier Airlines' end-to-end customer experience strategy, ensuring every touchpoint-from booking to post-travel-delivers value, consistency, and satisfaction. The role will champion the voice of the customer across the organization, drive innovation in service delivery, and align cross-functional teams to elevate the overall travel experience. Working closely with senior management and cross-functionally across the organization, the role will be a key leader in defining and driving Frontier's customer experience transformation.

Essential Functions

• Develop and execute a comprehensive customer experience (CX) strategy aligned with Frontier's brand and operational goals.
• Lead cross-functional initiatives to improve customer journeys across digital, airport, inflight, and post-travel channels.
• Analyze customer feedback, NPS, and operational data to identify pain points and prioritize improvements.
• Partner with Digital Product, Marketing, Operations, IT, and Customer Care to ensure a seamless and consistent experience.
• Oversee CX design, journey mapping, and service blueprinting efforts.
• Lead the implementation of new tools and technologies, including internal- and external-facing AI capabilities, that enhance personalization and self-service.
• Represent the customer perspective in executive decision-making forums.
• Support irregular operations (IROPs) response planning to minimize customer disruption.
• Collaborate with Loyalty and Revenue teams to align experience with customer value tiers.

Other Functions

• Lead internal CX training and culture-building initiatives.
• Benchmark against industry leaders and integrate best practices.
• Manage CX budget and vendor relationships.

Qualifications

• Bachelor's degree in business, marketing, or related field.
• 10+ years of experience in customer experience, service design, or customer strategy roles.
• Airline, travel, or hospitality industry experience strongly preferred.
• Proven track record of leading large-scale CX transformation initiatives.
• Experience with customer research, journey mapping, and digital experience platforms.

Knowledge, Skills and Abilities

• Deep understanding of customer behavior and service design principles.
• Strong leadership and stakeholder influence skills.
• Analytical mindset with the ability to translate data into actionable insights.
• Excellent communication and storytelling abilities.
• Passion for innovation and continuous improvement.
• Familiarity with tools like Medallia, Qualtrics, or similar CX platforms.
• Appetite for driving AI-led transformation.

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

Typical office environment, adequately heated and cooled

May be required to work flexible hours including weekends and holidays

Physical Effort

Generally, not required.

Supervision Received

General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.

Positions Supervised

Sr/Manager, Customer Experience

Analyst, Customer Experience

Range: $151,824 - $201,520- Please note this role will close on or before 7/13/26

Workplace Policies

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.