CX Journey Designer - Elevate Customer Experience

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

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,