Vice President - Customer Experience & Brand

Frontier Careers • Denver, CO

1d • $250,000 - $325,000

About The Position

The Vice President, Customer Experience & Brand owns how Frontier shows up to customers at every touchpoint and how that translates to commercial performance. This leader defines and delivers a differentiated end-to-end experience across digital, service, and brand that drives awareness, trust, consideration, and repeat behavior. This is a high-impact role with direct influence on both customer perception and commercial performance. You will lead Customer Experience, Digital Product & Experience, Brand & Marketing, Customer Journey Communications, and Customer Care, ensuring that the entire customer journey - from first impression through post-travel - is simple, consistent, and aligned with our value proposition. This role serves as the single point of accountability for the end-to-end customer journey.

Requirements

• Bachelor’s degree in marketing, business, or a related field.
• 15+ years of experience in digital strategy, customer experience, or customer care leadership roles, preferably in the airline or travel industry.
• Experience leading multi-disciplinary teams (CX, digital, brand, or care) at scale
• Experience in leading large teams and driving cross-functional collaboration
• Proven executive leadership across CX, digital, brand, or related functions
• Strong operator who can translate strategy into execution
• Deep understanding of customer journeys, digital product, and brand building
• Track record of improving customer metrics and business performance
• Ability to influence across functions and drive change at scale
• Standard office equipment, including PC, copier, fax machine, printer

Nice To Haves

• MBA or advanced degree preferred.
• Experience owning or influencing P&L or commercial outcomes strongly preferred
• Experience in travel, hospitality, or consumer businesses preferred

Responsibilities

• End-to-End Customer Experience
• Own the full customer journey (search → book → fly → post-trip)
• Improve consideration, NPS, and repeat behavior
• Identify and prioritize the highest-impact friction points across the journey
• Partner cross-functionally to fix root causes - not just symptoms
• Digital Experience
• Lead the strategy and roadmap for web and mobile platforms
• Ensure a seamless, intuitive booking and servicing experience
• Drive UX, conversion, and product innovation in partnership with technology
• Brand
• Define and evolve Frontier’s brand positioning to strengthen consideration and preference
• Lead brand strategy, creative, and storytelling across all channels
• Ensure brand aligns tightly with the delivered customer experience
• Customer Communications
• Own all customer-facing, non-revenue communications across the journey
• Design clear, timely, and coordinated communications across email, SMS, and push
• Reduce confusion and contact through better orchestration and automation of messaging
• Customer Care
• Lead contact centers and service recovery
• Improve quality, consistency, and efficiency of customer interactions
• Reduce friction and contact volume through upstream improvements
• Performance & Accountability
• Own key customer and commercial metrics including consideration, NPS and CSAT, and repeat behavior
• Establish clear scorecards and accountability across teams
• Translate customer insights into prioritized actions that drive measurable business impact
• Partner closely with Revenue & Loyalty to align experience with monetization and growth
• Collaborate with Network & Operations to ensure the experience we sell is consistently delivered
• Serve as a key member of the Commercial leadership team, shaping strategy and execution
• Build and lead high-performing, customer-first teams

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 1 st 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 1,001-5,000 employees