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
Description
Why Work for Frontier Airlines?
At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.
What We Stand For
Low Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices, but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers – we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.
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 1 st 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.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 700-plus daily flights, on average. The airline employs more than 8,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).
* Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.
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 and 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

Equipment Operated
Standard office equipment, including PC, copier, fax machine, printer
Typical office environment, adequately heated and cooled
Physical Effort
Generally, not required.
Supervision Received
Consultant to Management: The incumbent exercises wide latitude in determining objectives and approaches to critical assignments.
Positions Supervised

Sr Director, Digital
Director, Brand & Marketing
Director, Customer Care

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 EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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