CUSTOMER EXPERIENCE & SERVICE DESIGN

Challenges you will work on:

At SAS, we are looking for a Customer Experience & Service Design Specialist who can transform customer insights into tangible improvements across our customer journeys.This role is focused on moving from insight to action. You will work closely with stakeholders across the business to design, prioritize, and implement improvements that create better customer experience and stronger business outcomes. In this role, you will work at the intersection of customer insights and service design, helping SAS identify, design, and implement improvements across customer journeys, touchpoints, and services. 

Your responsibilities include: 

• Lead customer journey mapping and service design initiatives 
• Identify and prioritize opportunities for customer experience improvement 
• Translate customer insights into actionable recommendations and improvement roadmaps 
• Facilitate workshops and cross-functional collaboration sessions 
• Co-design future-state experiences with business stakeholders 
• Drive experience improvement initiatives from ideas through implementation 
• Support qualitative research and customer discovery activities when needed 
• Use customer feedback, operational data, and CX metrics to identify opportunities 
• Contribute to customer-centric methods, frameworks, and ways of working 
• Prototype, test, and refine new experience concepts using modern collaboration and design tools 
• Lead collaboration across frontline and central teams to turn customer insight into implemented improvements and measurable outcomes 

In your first months, you will focus on understanding SAS' customer journeys, building relationships with key stakeholders, and driving selected customer experience initiatives from insight to action. 

The Team

You will be part of a newly established central Customer Experience & Insights team where you will play a key role in ensuring customer understanding is translated into meaningful improvements across customer journeys, touchpoints, and services. We combine insight and execution, focusing on turning customer understanding into concrete improvements and embedding CX into everyday ways of working. We work closely with stakeholders across SAS to make customer experience practical, actionable and consistent. 

To be successful we believe you have

• A few years of experience in customer experience, service design, journey management, or similar disciplines, with a passion for turning customer insights into tangible improvements. 
• Experience leading customer journey mapping, service design, and cross-functional improvement initiatives from idea to implementation. 
• Strong facilitation and stakeholder management skills, with the ability to build trust, create alignment, and influence without formal authority. 
• Experience translating qualitative and quantitative customer insights into actionable recommendations and measurable business outcomes. 
• A customer-centric, curious, and proactive mindset, combined with the ability to navigate complexity and balance strategic thinking with hands-on execution. 
• Experience working with customer research, customer feedback, CX metrics, and modern collaboration or design tools. 
• Comfort working in agile and cross-functional environments, with an interest in continuous improvement, experimentation, and new ways of working. 

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:  

• 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: 12/10/2026. Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations.  
• 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.  

If you have questions about this position, you are welcome to contact Emma Christofferson, Head of Customer, Title via email: emma.christofferson@sas.se. Please note that we are not able to handle any applications that are sent by email due to the GDPR regulations. 

Come and fly with us!