CUSTOMER RESEARCHER SPECIALIST

Challenges you will work on:

At SAS, we are strengthening our Customer Insights capability and are looking for a Customer Research Specialist who can lead research projects and help bring the voice of consumers and customers into strategic and commercial decision-making. This role is ideal for someone with a strong foundation in consumer, customer or market research who enjoys solving business questions through evidence-based insights. You will lead and execute mixed-method research projects from brief to recommendation while partnering closely with stakeholders across the business. In this role, you will lead mixed-method research initiatives that help SAS better understand customers, consumers, markets, and brands, turning evidence-based insights into recommendations that drive business decisions and support long-term commercial and customer-focused priorities. 

Your responsibilities include: 

• Design and deliver quantitative and qualitative research projects 
• Lead mixed-method research from business question through analysis, storytelling, and recommendations 
• Conduct in-house research and analysis, partnering with agencies when needed 
• Manage and evolve brand tracking and measurement programs 
• Support communication, campaign, and concept evaluation 
• Translate business questions and data into actionable insights and recommendations 
• Identify consumer, customer and market trends that impact SAS 
• Partner with teams across SAS to inform decisions, priorities and experience improvements 
• Explore and apply modern research tools and technologies to improve quality, speed, and efficiency 

In your first months, you will focus on understanding our existing research programs, stakeholder priorities and business challenges, while gradually taking ownership of research projects from brief through to recommendation and becoming a trusted partner in translating customer and consumer understanding into business action.

The Team

You will be part of a newly established central Customer Experience & Insights team and help ensure customer and consumer understanding is embedded in decisions across SAS, from commercial priorities and brand development to customer experience improvements.We combine insight and execution, focusing on turning customer understanding into concrete improvements and embedding CX in how teams work day to day. We work closely with stakeholders across SAS to make customer experience practical, actionable and consistent. 

To be successful we believe you have

• Have a few years of experience within customer insights, consumer insights, market research, UX research, or related fields, with the ability to independently lead quantitative, qualitative, and mixed-method research projects from brief to recommendation, including analysis, insight generation, storytelling, and stakeholder communication. 
• Enjoy working hands-on with data and research materials to uncover actionable insights, support communication strategies, campaign evaluation and concept testing, and inform business decision-making. 
• Communicate complex findings and recommendations clearly to both specialist and non-specialist audiences, balancing methodological rigor with business pragmatism to create meaningful business impact. 
• Build strong collaborative relationships across teams and functions and influence stakeholders through evidence-based recommendations and customer understanding. 
• Are proactive, curious, and continuously look for better ways of working while exploring modern research technologies, automation, and AI-enabled tools to improve research effectiveness, quality, and impact. 
• Hold a Bachelor's or Master'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:  

• 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: 12/10/26. 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!