Customer Experience Lead: From Insight to Impact

SCANDINAVIAN AIRLINES SYSTEM DENMARK -NORWAY-SWEDEN; Solna kommun; On-site; SEK 450,000 - 600,000; Full time

Job summary

Scandinavian Airlines System SAS seeks a Customer Experience Specialist to translate CX insights into scalable improvements across key journeys, focusing on frontline interactions, service, and communication. You will join a central CX & Insights team and work to turn customer understanding into practical actions that drive tangible value for SAS.

The role is based onsite in Frösundavik, Solna, with potential flexibility depending on management agreement.

Qualifications

• Experience in customer experience, service design, or hospitality.
• Proven ability to drive improvements in customer journeys.
• Strong stakeholder management and influencing without ownership.
• English fluency and comfort in a multinational setting.
• Based in Stockholm or able to commute to Solna Frösundavik.

Responsibilities

• Work hands-on to improve how SAS meets customers across frontline interactions and service.
• Translate insights into concrete actions and ensure follow-through and impact.
• Collaborate with operations, commercial and digital teams to align priorities.
• Help build frameworks, tools, and ways of working that enable consistent CX.

Skills

Customer experience

Service design

Stakeholder management

Cross-functional work

NPS/CSAT

Fluent English

Hospitality mindset

Job description

Scandinavian Airlines System SAS seeks a Customer Experience Specialist to translate CX insights into scalable improvements across key journeys, focusing on frontline interactions, service, and communication. You will join a central CX & Insights team and work to turn customer understanding into practical actions that drive tangible value for SAS.

The role is based onsite in Frösundavik, Solna, with potential flexibility depending on management agreement.