Responsibilities

• 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
• 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
• 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

Requirements

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

Preferred

• MBA or advanced degree preferred.
• 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 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.