About the position 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.

Responsibilities

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

Requirements

• 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.
• 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.

Benefits

• 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 1st of the month following your hire date.
• The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.