Vacant job

Company Description:

Scandinavian Airlines System SAS

Job Description:

Are you motivated by improving how things actually work for customers, and translating insights into changes that make a real difference?

At SAS, we are strengthening how we work with customer experience (CX) across the organization. We are now looking for a Customer Experience Specialist who can help translate our CX ambition into concrete, scalable improvements across key customer journeys, with a clear focus on how we meet customers in practice – whether in frontline interactions, customer service, or communication.

This is a role for someone who enjoys working at the intersection of insight and execution and who is comfortable driving progress in a cross-functional environment.

Challenges you will work on:

In this role, you will be part of developing and embedding how we deliver customer experience at SAS. You will work hands-on to turn insights and priorities into tangible improvements across the customer journey.

Your key responsibilities include:

• Work with and improve how SAS meets the customer across frontline interactions, customer service, and communication, shaping a consistent service and hospitality experience.
• Drive improvement initiatives across key customer journeys, from identifying opportunities to supporting implementation together with the business.
• Translate customer insights into concrete actions and help ensure follow-through and impact.
• Contribute to building and refining frameworks, tools, and ways of working that enable teams to deliver consistent, high-quality experiences.
• Support and collaborate with stakeholders across functions (e.g., operations, commercial, digital) to align on priorities and drive progress.
• Help strengthen a network of CX ambassadors across the organization.

In your first period, you will focus on understanding key service moments and journeys, while contributing to a set of prioritized improvements where you can create visible impact.

The Team

You will be part of a newly established central Customer Experience & Insights team, working to strengthen how SAS works with customer experience across the organization.

We combine insight and execution, focusing on turning customer understanding into concrete improvements and embedding CX in how teams work day-to-day. We work closely with stakeholders across SAS to make customer experience practical, actionable, and consistent.

To be successful, we believe you have:

• Experience within customer experience, service design, hospitality, or related areas.
• Experience working with improving customer journeys or services in a structured and hands-on way.
• Comfort driving initiatives across teams, even without formal ownership.
• Ability to translate insights into concrete actions and next steps.
• A structured and pragmatic way of working, with the ability to prioritize and move things forward.
• Ability to build strong working relationships and collaborate effectively across functions.
• Take ownership and are motivated by delivering tangible outcomes.
• A mindset of continuous improvement and learning.
• Interest in how service is delivered in practice, including frontline interactions, communication, and overall customer experience.

Preferred qualifications

• 5+ years of experience in customer experience, service design, or hospitality.
• Proven track record of driving tangible improvements in customer journeys or service delivery.
• Experience working in cross-functional or complex organizations.
• Strong stakeholder management and ability to influence without formal ownership.
• Experience using CX insights and metrics (e.g., NPS, CSAT) to drive action.
• Fluent in English.
• Background in travel, airline, or other service-heavy industries is a plus.
• Based in Stockholm or ability to commute to the office in Solna.

Additional information

• Deadline for application: 10/08/26. We encourage you to apply as soon as possible. However, due to the summer holiday period, applications will not be reviewed before 10 August. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations.
• Desired start date: As agreed.
• Position: Fulltime (100%) starting with a 6-month probation period.
• This position is based in Frösundavik, Solna (Stockholm), and you will be expected to work onsite. Remote work may also be an option, depending on the agreement made with your manager.

Come and fly with us!