Sr. Director/Director - Customer Experience

Why Work for Frontier Airlines?

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life.  Our successful business model allows travelers to take advantage of our fast-growing route network, while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need, saving them money along the way. 

What We Stand For

Low Fares Done Right is our mission, and we strive to bring it to life every day.   Our ‘Done Right’ promise means delivering not only affordable prices but also making travel friendly and easy for our customers.  To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we’re not afraid to try new things.  While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.

Work Perks 

At Frontier, we like to think we’re creating something very special for our team members.  Work is why we’re here, but the perks are nice too:

• Flight benefits for you and your family to fly on Frontier Airlines
• Buddy passes for your friends so they can experience what makes us so great
• Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages
• Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors
• Enjoy a ‘Dress for your Day’ business casual environment
• Flexible work schedules that support work/life balance
• Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1^st of the month following your hire date.
• We play our part to make a difference.  The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship

Who We Are

Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 100 destinations and growing in the United States, Canada, Dominican Republic, and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves on delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

* Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.

What Will You Be Doing?

The Sr. Director/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

Salary Range: (Sr.  Director Range: $151,824 - $201,520 ) (Director Range $123,462 - $163,873). ***Please note: this role may be filed as a Sr. Director or Director level based off of experience. This role will close on or before 9/29/2025.  

 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.

Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.