DirectJobHub
Jobs · Customer Service · Colorado

Sr. Director - Customer Experience

Frontier Airlines · Denver, CO · 3 wk ago
On-siteCustomer Service$152k–$202k/yrFull-time

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 1st 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 a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.*

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.
  • 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.

Similar jobs