Vice President - Customer Experience & Brand

Vice President, Customer Experience & BrandAt 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.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 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.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.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 FunctionsEnd-to-End Customer ExperienceOwn the full customer journey (search ? book ? fly ? post-trip)Improve consideration, NPS, and repeat behaviorIdentify and prioritize the highest-impact friction points across the journeyPartner cross-functionally to fix root causes - not just symptomsDigital ExperienceLead the strategy and roadmap for web and mobile platformsEnsure a seamless, intuitive booking and servicing experienceDrive UX, conversion, and product innovation in partnership with technologyBrandDefine and evolve Frontier's brand positioning to strengthen consideration and preferenceLead brand strategy, creative, and storytelling across all channelsEnsure brand aligns tightly with the delivered customer experienceCustomer CommunicationsOwn all customer-facing, non-revenue communications across the journeyDesign clear, timely, and coordinated communications across email, SMS, and pushReduce confusion and contact through better orchestration and automation of messagingCustomer CareLead contact centers and service recoveryImprove quality, consistency, and efficiency of customer interactionsReduce friction and contact volume through upstream improvementsPerformance & AccountabilityOwn key customer and commercial metrics including consideration, NPS and CSAT, and repeat behaviorEstablish clear scorecards and accountability across teamsTranslate customer insights into prioritized actions that drive measurable business impactOther FunctionsPartner closely with Revenue & Loyalty to align experience with monetization and growthCollaborate with Network & Operations to ensure the experience we sell is consistently deliveredServe as a key member of the Commercial leadership team, shaping strategy and executionBuild and lead high-performing, customer-first teamsQualificationsEducation: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 scaleExperience in leading large teams and driving cross-functional collaborationExperience owning or influencing P&L or commercial outcomes strongly preferredKnowledge, Skills and AbilitiesProven executive leadership across CX, digital, brand, or related functionsStrong operator who can translate strategy into executionDeep understanding of customer journeys, digital product, and brand buildingExperience in travel, hospitality, or consumer businesses preferredTrack record of improving customer metrics and business performanceAbility to influence across functions and drive change at scaleEquipment OperatedStandard office equipment, including PC, copier, fax machine, printerWork EnvironmentTypical office environment, adequately heated and cooledPhysical EffortGenerally, not required.Supervision ReceivedConsultant to Management: The incumbent exercises wide latitude in determining objectives and approaches to critical assignments.Positions SupervisedSr. Director, Customer ExperienceSr Director, DigitalDirector, Brand & MarketingDirector, Customer CareSalary and Benefits (BOE)Salary range: $250,000 - $325,000