CUSTOMER INSIGHTS ANALYST

SAS - Scandinavian Airlines; Solna kommun; On-site; SEK 420,000 - 560,000; Full time

Benefits offered by this job

Travel Perks

Health & Wellness

Discounts

Work Environment

Convenient Commute

Job summary

SAS - Scandinavian Airlines is seeking a CX Analyst to turn customer feedback and data into actionable insights. You'll manage Voice of the Customer programs, support research activities, and work with researchers, experience specialists and stakeholders to improve customer experiences.

You'll build analytics capabilities, design dashboards, and help automate insight processes while collaborating with cross-functional teams across SAS.

Qualifications

• 1–3 years in analytics, CX, or market research.
• Experience with surveys and customer feedback.
• Familiar with survey methodologies and dashboards.
• Strong data interpretation to generate insights.

Responsibilities

• Manage and maintain customer feedback programs, primarily in Qualtrics.
• Support survey design, programming, testing, deployment, and reporting.
• Analyze customer feedback, data, and operational data to generate insights.
• Support reporting on key metrics like NPS and CSAT.
• Build and maintain dashboards and recurring reports.
• Help improve insight processes, reporting, and workflows.
• Work with journey data to support improvements.
• Collaborate with CX team and stakeholders to inform decisions.

Skills

Analytics

Customer insights

Communication

Agile teamwork

Curiosity

Statistics basics

Data storytelling

Presentation skills

Education

Bachelor's degree

Tools

SQL

Qualtrics

Dashboarding tools

Job description

Challenges You Will Work On

At SAS, we are strengthening how we work with customer feedback and insight across the organization. We are looking for a CX Analyst to help manage our Voice of the Customer program, support research activities and turn customer feedback and customer data into actionable insights.

This is a great opportunity for someone early in their career who is curious, analytical, technically minded and eager to grow. You'll work closely with researchers, experience specialists and business stakeholders while developing hands‑on expertise in modern insight tools, analytics and customer experience practices. In this role, you will help manage and evolve our Voice of the Customer capabilities, turning customer feedback and data into insights that support better decisions and customer experiences across SAS.

Your Responsibilities Include

• Manage and maintain customer feedback programs, primarily in Qualtrics
• Support survey design, programming, testing, deployment, and reporting
• Analyze customer feedback, customer data and operational data to generate actionable insight
• Support reporting across key customer metrics such as NPS and CSAT
• Build and maintain dashboards and recurring reporting solutions
• Help improve and automate insight processes, reporting, and workflows
• Work with customer journey data and feedback to support experience improvement initiatives
• Partner with your colleagues across the Customer Insight & Customer Experience team and the wider organization to ensure customer insight contributes to decision‑making and experience improvements

In your first months, you will build a strong understanding of our customers, feedback programs, tools and ways of working while developing the analytical and technical capabilities needed to grow within the role.

The Team

You will be part of a newly established central Customer Experience & Insights team, helping strengthen how customer feedback and insight are used across SAS to improve customer experience and business performance. We combine insight and execution, focusing on turning customer understanding into concrete improvements and embedding CX in how teams workday today. We work closely with stakeholders across SAS to make customer experience practical, actionable and consistent.

To be successful we believe you have

• A strong interest in analytics, customer insights, research and customer experience
• 1‑3 years of experience in analytics, customer insights, market research, CX or a related field
• Experience with SQL, or a strong interest in developing SQL capabilities
• Experience with Qualtrics or similar survey platforms
• Quantitative and analytical skills, with an interest in turning data into actionable insights
• Familiarity with statistics and survey methodologies, dashboarding and reporting tools
• A natural curiosity for technology, data and modern ways of working
• Strong communication skills and an eagerness to present findings clearly and effectively
• Experience working in agile, product or cross‑functional teams is an advantage
• A proactive mindset, taking ownership of your work and continuously looking for improvements
• Bachelor's degree in a relevant field

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:

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.

Our Culture at SAS

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you’ll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work.

Join us at SAS and be part of shaping the future of aviation!

Additional information

• Deadline for application: 21/09/26.
• 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.
• A background check will be conducted at the final stage of this recruitment process, as this role is security classified. If you are aware of any specific matters that may come up during this background check, we kindly ask you to be transparent about them during the recruitment process.