CX Improvement Specialist

SAS - Scandinavian Airlines; Solna kommun; On-site; SEK 550,000 - 750,000; Full time

Benefits offered by this job

Travel perks

Health & Wellness

Discounts

Work environmentFrösundavik office

Job summary

SAS - Scandinavian Airlines is seeking a Customer Experience Specialist to translate insights into concrete, scalable improvements across key customer journeys and frontline interactions. You will partner with operations, commercial, and digital teams to deliver practical CX improvements with visible impact.

You will help strengthen a CX network, enable teams, and embed customer experience practices across the organization, focusing on delivering tangible outcomes and continuous improvement.

Qualifications

• 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.

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 (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.

Job description

SAS - Scandinavian Airlines is seeking a Customer Experience Specialist to translate insights into concrete, scalable improvements across key customer journeys and frontline interactions. You will partner with operations, commercial, and digital teams to deliver practical CX improvements with visible impact.

You will help strengthen a CX network, enable teams, and embed customer experience practices across the organization, focusing on delivering tangible outcomes and continuous improvement.