CUSTOMER EXPERIENCE SPECIALIST

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

Company description:

Scandinavian Airlines System SAS

Job description:

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 prioritised 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
• Worked with improving customer journeys or services in a structured and hands‑on way
• Comfortable driving initiatives across teams, even without formal ownership
• Can translate insights into concrete actions and next steps
• Structured and pragmatic way of working, with the ability to prioritise 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
• 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 organisations
• 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

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. 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!