Vice President - Customer Experience & Brand

Vice President - Customer Experience & Brand

Job Category : Officers

Requisition Number : VICEP005465

• Posted: April 16, 2026
• Full-Time
• On-site

Locations

Showing 1 location

At Frontier Airlines, we are committed to delivering affordable, reliable air travel. This position requires a focus on customer experience and brand leadership across all touchpoints.

What Will You Be Doing?

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.

Essential Functions

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, CSAT, and repeat behavior
• Establish clear scorecards and accountability across teams
• Translate customer insights into prioritized actions that drive measurable business impact

Other Functions

• 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

Qualifications

Education

• Bachelor’s degree in marketing, business, or a related field.
• MBA or advanced degree preferred.

Experience

• 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.
• Experience owning or influencing P&L or commercial outcomes strongly preferred.

Knowledge, Skills and Abilities

• 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.
• Experience in travel, hospitality, or consumer businesses preferred.
• Track record of improving customer metrics and business performance.
• Ability to influence across functions and drive change at scale.

Benefits

• Flight benefits for you and your family.
• Buddy passes for your friends.
• 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 starting 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 and Benefits (BOE)

• Salary range: $250,000 - $325,000
• Short‑Term Incentive Target: 40%
• Initial Equity Grant and Annual Grants thereafter
• Full suite of company‑provided and voluntary health, wellness and benefit offerings

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.

Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Frontier Airlines is a Zero Tolerance Drug‑Free Workplace. All prospective DOT safety‑sensitive employees are subject to pre‑employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety‑sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

Colorado Residents: In any materials you submit, you may redact or remove age‑identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Equal Opportunity Employer