CX Transformation Specialist: Turn Insights Into Action

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

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.