CUSTOMER EXPERIENCE SPECIALIST

Customer Experience Specialist

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

At SAS, we are strengthening how we work with customer experience 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, across frontline interactions, customer service, and 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.

You will:

• 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

• Have experience within customer experience, service design, hospitality, or related areas
• Have worked with improving customer journeys or services in a structured and hands-on way
• Are comfortable driving initiatives across teams, even without formal ownership
• Can translate insights into concrete actions and next steps
• Bring a structured and pragmatic way of working, with the ability to prioritize and move things forward
• Build strong working relationships and collaborate effectively across functions
• Take ownership and are motivated by delivering tangible outcomes
• Have a mindset of continuous improvement and learning
• Are interested 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 office in Solna

Why SAS?

At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including:

• Travel Perks: Enjoy discounted travel opportunities around the world with SAS.
• Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga.
• Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals.
• Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge.
• Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths.

Our Culture at SAS

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you'll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation!

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. 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!

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SAS, Scandinavia's leading airline since 1946, operates from its principal hub at Copenhagen Airport (CPH), complemented by hubs in Oslo (OSL) and Stockholm (ARN). Our mission is to connect Scandinavia with the world and the world with Scandinavia. Each year, SAS serves more than 25 million passengers and transports 55 tons of cargo to 135 destinations across Europe, the USA, and Asia. With a passionate workforce of over 10,000 colleagues, we collaborate with partners and customers to drive transformative changes in aviation. We are committed to achieving net-zero emissions by 2050, embodying the visionary spirit of our founders: "To move from the old to what is about to come, is the only tradition worth keeping". Innovation and societal progress are at the heart of everything we do. For more information, visit our website at www.flysas.com or follow us on social media for the latest updates and promotions.