CUSTOMER SERVICE ANALYST

Om jobbet

Scandinavian Airlines System SAS

Data Analyst, Customer Service

With millions of interactions each year, SAS Customer Service plays a fundamental role in shaping our passenger experience. We are now undertaking a significant transformation - leveraging digitalization, automation, and continuous process innovation to elevate service standards at every stage of the journey. We are seeking a Customer Service Data Analyst to strengthen our team.

Challenges you will work on

In this role, you will work closely with development teams, process experts, business developers, and leaders to ensure that Customer Service has access to clear, structured, and actionable analytics. Your insights will guide operational decisions, strengthen performance management, and directly support our strategic ambitions.

You will also play a key role in shaping our future data roadmap, helping Customer Service become increasingly insight-driven, predictive, and proactive in how we serve passengers.

Main responsibilities

* Build and maintain reports, dashboards, and ad hoc analyses in Power BI

* Continuously develop and improve the BI setup

* Support metric development and performance tracking

* Contribute to business case development

* Analyze long-term trends and provide actionable recommendations

* Lead initiatives to make customer service data accessible and actionable across the organization

* Engage and train business users to generate insights from data

The Team

You will join a team of 14 dedicated colleagues in the Digital Customer Service & Analytics team. Our mission is to drive digital innovation and turn data into actionable insights for strategic decision-making and daily operations. We work closely with operational leaders, process experts, and development teams to find smarter ways to enhance the passenger experience with the help of analytics and digital solutions.

To be successful, we believe you have

* A degree or relevant professional experience in statistics, data science, engineering, finance, or a related field

* Strong expertise in Microsoft Power BI, including building data models and creating actionable reports and dashboards

* Proven ability to analyze structured data from multiple sources and communicate insights clearly and effectively

* Solid understanding of data modeling principles

* Fluency in English

* We consider it an extra plus if you have experience with customer service processes and technologies, familiarity with CRM platforms such as Salesforce, or experience working in agile, cross-functional teams.

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 (Stockholm) 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.

Additional information

* Deadline for application: 6 March 2026. Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we cannot handle any applications that are sent by email, due to GDPR regulations.

* Desired start date: As soon as possible.

* 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.

* To be eligible for this position, you need an EU-work permit. Please note that we ask you to inform us if you currently have a valid EU-work permit.

We look forward to hearing from you!