CUSTOMER EXPERIENCE SPECIALIST

Scandinavian Airlines System SAS; Stockholms kommun; On-site; SEK 520,000 - 720,000; Full time

Job summary

Scandinavian Airlines System SAS in Stockholm is seeking a Customer Experience Specialist to translate CX ambitions into scalable improvements across key journeys, focusing on frontline interactions, customer service and communication.

You will work at the intersection of insight and execution, driving progress in a cross-functional environment and delivering tangible outcomes through structured work streams.

Qualifications

• Experience in customer experience, service design or hospitality.
• Experience improving customer journeys in a hands-on way.
• Ability to drive initiatives across teams without formal ownership.
• Strong stakeholder management and collaboration across functions.
• Fluency in English and willingness to work in Stockholm/Solna area.

Responsibilities

• Collaborate across frontline interactions, customer service and communication to shape a consistent service experience.
• Lead improvement initiatives across key customer journeys from opportunities identification to implementation.
• Translate insights into concrete actions and ensure follow-through and impact.
• Build and refine CX frameworks, tools, and ways of working for high-quality experiences.
• Partner with operations, commercial and digital teams to align priorities and progress.

Skills

Customer experience

Service design

Hospitality

Cross-functional collaboration

Fluent English

Job description

CUSTOMER EXPERIENCE SPECIALIST

Kommun: Stockholm

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

• Experience within customer experience, service design, hospitality, or related areas
• Work experience improving customer journeys or services in a structured and hands‑on way
• Comfortable driving initiatives across teams, even without formal ownership
• Ability to translate insights into concrete actions and next steps
• A structured and pragmatic way of working, with the ability to prioritize and move things forward
• Strong working relationships and effective collaboration across functions
• Ownership and motivation to deliver tangible outcomes
• Mindset of continuous improvement and learning
• Interest 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

Additional information

• Deadline for application: 10/08/26. We encourage you to apply as soon as possible. Applications will not be reviewed before 10 August.
• Desired start date: As agreed
• Position: Fulltime (100%) starting with a 6-month probation period
• Location: Frösundavik, Solna (Stockholm). 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!