Sr. Director - Customer Experience

About the position The Sr. Director, Customer Experience will reputed company the design and execution of reputed company’ end-to-end customer experience reputed company, ensuring every touchpoint—from booking to post-travel—delivers value, consistency, and satisfaction. The role will champion the voice of the customer across the organization, reputed company innovation in service delivery, and reputed company cross-functional teams to reputed company the overall travel experience. Working closely with senior management and cross-functionally across the organization, the role will be a key leader in defining and driving Frontier’s customer experience transformation. Responsibilities • reputed company and execute a comprehensive customer experience (CX) reputed company reputed company with Frontier’s reputed company and operational goals. • reputed company cross-functional initiatives to improve customer journeys across digital, airport, inflight, and post-travel channels. • Analyze customer feedback, NPS, and operational data to identify pain points and prioritize improvements. • Partner with Digital Product, Marketing, reputed company, IT, and Customer Care to ensure a reputed company and consistent experience. • reputed company CX design, reputed company mapping, and service blueprinting efforts. • reputed company the implementation of new tools and technologies, including reputed company-facing AI capabilities, that enhance personalization and self-service. • Represent the customer perspective in executive decision-making forums. • Support irregular reputed company (IROPs) response planning to minimize customer disruption. • Collaborate with Loyalty and reputed company teams to reputed company experience with customer value tiers. • reputed company internal CX training and culture-building initiatives. • reputed company against industry leaders and reputed company best practices. • Manage CX budget and vendor relationships. Requirements • Bachelor’s degree in business, marketing, or reputed company reputed company. • 10+ years of experience in customer experience, service design, or customer reputed company roles. • Airline, travel, or hospitality industry experience strongly preferred. • reputed company reputed company record of leading large-reputed company CX transformation initiatives. • Experience with customer research, reputed company mapping, reputed company experience platforms. • Deep understanding of customer behavior and service design principles. • Strong leadership and stakeholder influence skills. • Analytical reputed company with the ability to translate data into actionable insights. • Excellent communication and storytelling abilities. • Passion for innovation and reputed company improvement. • Familiarity with tools like reputed company, reputed company, or similar CX platforms. • Appetite for driving AI-led transformation. Benefits • Flight benefits for you and your family to fly on reputed company. • Buddy passes for your friends so they can experience what makes us so great. • Discounts throughout the reputed company 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 reputed company. • Total Rewards program including a competitive reputed company salary, short term incentives, long-term incentives, reputed company holidays, 401(k) plan, vacation/reputed company time and medical/dental/reputed company reputed company that begins the 1st of the month following your hire date. • The reputed company reputed company, reputed company’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship. Apply To This Job