Head of Customer Experience Transformation

Frontier Airlines; Denver (CO); On-site; USD 151,824 - 201,520; Full time

Benefits offered by this job

Flight benefits for you and your family

Buddy passes for friends

Discounts in travel industry

Flexible work schedules

Total Rewards program with medical benefits

Job summary

Frontier Airlines in Denver, Colorado is searching for a Sr. Director of Customer Experience to lead the design and execution of a transformative customer experience strategy. You will oversee initiatives that improve customer journeys from booking to post-travel and ensure alignment with the brand's operational goals.

The ideal candidate will have over a decade of leadership experience in customer experience management within the airline or travel industry. A Bachelor’s degree and a passion for innovation are essential for success in this role.

Qualifications

• 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.

Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with brand and operational goals.
• Lead cross-functional initiatives to improve customer journeys across digital, airport, inflight channels.
• Analyze customer feedback and operational data to identify pain points and prioritize improvements.

Skills

Customer behavior understanding

Leadership

Analytical mindset

Communication skills

Passion for innovation

Education

Bachelor’s degree in business, marketing, or related field

Tools

Medallia

Qualtrics

Job description

Frontier Airlines in Denver, Colorado is searching for a Sr. Director of Customer Experience to lead the design and execution of a transformative customer experience strategy. You will oversee initiatives that improve customer journeys from booking to post-travel and ensure alignment with the brand's operational goals.

The ideal candidate will have over a decade of leadership experience in customer experience management within the airline or travel industry. A Bachelor’s degree and a passion for innovation are essential for success in this role.