Vice President - Customer Experience & Brand

Frontier Airlines•Denver, CO

20h•$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

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

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

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
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
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
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
Lead contact centers and service recovery
Improve quality, consistency, and efficiency of customer interactions
Reduce friction and contact volume through upstream improvements
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 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.
Salary range: $250,000 - $325,000
Short Term Incentive Target: 40%
Initial Equity Grant and Annual Grants thereafter
Relocation available
Full suite of company-provided and voluntary health, wellness and benefit offerings