Director of Customer Experience & Insights

## Director of Customer Experience & Insights Apply:
Onsite:
Dallas Headquarters:
Full time:
Posted Yesterday:
R-100632
*
* Job Description:

**** This Is How We Fly
** At JSX, we’re not just a lifestyle carrier – we’re a lifestyle employer. Here, entrepreneurship meets determination, and excellence is our standard. We believe that the journey is just as important as the destination, and every day, we strive to create a Joyful, Simple eXperience for our Customers. Join us, and find your runway to growth, innovation, and success.  
** About the Role
** The Director of Customer Experience & Insights leads JSX's Customer experience strategy and Voice of Customer (VoC) program, connecting what Customers tell us with the improvements that matter most to their experience.  You'll own the end-to-end Customer journey, from booking and preflight communications to the lounge, onboard experience, and post-flight engagement. You'll use Customer feedback, operational data, and research to understand what's working, uncover opportunities, and turn insights into prioritized action.  

This role sits at the intersection of strategy, analytics, product development, and hospitality. Working within the brand framework established by Marketing, you'll shape how JSX's brand comes to life through physical spaces, onboard offerings, service standards, and Customer communications. You'll partner closely with Hospitality and Operations, who deliver the experience day to day, while helping define the standards and improvements that make it exceptional.  

You'll also build and lead a lean team of 1–3 Crew members, manage key vendor relationships, and work across the organization to bring new experiences to market.  
** A Day in the Life
** In this role, you'll:  
** Customer Experience Strategy & Journey
*** Define and maintain standards for the end-to-end JSX Customer journey, partnering with Hospitality, Operations, Marketing, and Customer Support.
* Develop and manage the annual CX roadmap, prioritizing initiatives, budgets, ownership, and expected impact on Customer satisfaction and repeat flying.
* Lead the launch of new Customer experience features and service enhancements, ensuring Crew members are prepared and Customers are informed.
* Represent the Customer perspective in cross-functional decisions involving fleet, stations, policies, and operational changes.
* Partner with IT and UX teams to establish digital experience standards and improve self-service, booking, and Customer satisfaction across the website and app.
** Customer Insights & Voice of Customer
*** Own JSX's Voice of Customer program through Qualtrics, including post-flight surveys, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and targeted research.
* Design and execute Customer surveys to evaluate potential products, policies, and service changes before launch.
* Develop CX dashboards and monthly executive scorecards tracking Customer satisfaction across stations, routes, aircraft, and irregular operations (IROPs).
* Establish a consistent process for sharing Customer insights across JSX, highlighting trends, opportunities, and accountability for follow-up actions.
* Leverage AI tools to synthesize survey responses, Customer Support interactions, and operational data into clear, actionable recommendations.
* Partner with IT and analytics teams to connect Customer feedback with booking, loyalty, and operational data to identify the drivers of satisfaction and retention.
* Go beyond reporting scores to investigate root causes, identify recurring issues, and coordinate lasting improvements with responsible teams.
** Physical & Onboard Product
*** Translate JSX's brand strategy into the physical Customer experience through furnishings, food and beverage,…