CUSTOMER EXPERIENCE SPECIALIST

SAS Cargo Group A/S; Stockholms kommun; On-site; SEK 550,000 - 750,000; Full time

Benefits offered by this job

Travel perks

Health & wellness

Discounts

Office Frösundavik

Commuter access

Job summary

SAS is seeking a Customer Experience Specialist to translate CX ambition into concrete improvements across key journeys, with a focus on frontline interactions, customer service, and communication. You will work at the intersection of insights and execution, driving progress in a cross‑functional environment to deliver tangible outcomes for SAS and its customers.

You will help embed CX practices across teams, shaping a consistent service experience, and collaborate closely with operations,

Qualifications

• 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 without formal ownership
• Can translate insights into concrete actions and next steps
• Structured and pragmatic, able to prioritize and move things forward
• Build strong working relationships and collaborate across functions
• Take ownership and are motivated by delivering tangible outcomes
• Mindset of continuous improvement and learning
• Interested in how service is delivered in practice, including frontline interactions

Responsibilities

• 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 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

Skills

Customer experience

Service design

Hospitality

Cross-functional

Stakeholder management

Prioritization

Execution

Continuous improvement

Communication

Job description

Customer Experience Specialist

Location: Solna

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
• Background in travel, airline, or other service‑heavy industries is a plus
• Based in Stockholm or ability to commute to office in Solna

Benefits

• 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.