CUSTOMER SERVICE ANALYST

Data Analyst, Customer Service

With millions of interactions each year, SAS Customer Service plays a fundamental role in shaping our passenger experience. We are now undertaking a significant transformation - leveraging digitalization, automation, and continuous process innovation to elevate service standards at every stage of the journey. To support us on this journey, we are seeking a Customer Service Data Analyst.  

Challenges you will work on:

In this role, you will work closely with development teams, process experts, business developers, and leaders to ensure that SAS Customer Service has access to clear, structured, and actionable data. Your insights will guide operational decisions, strengthen performance management, and directly support our strategic ambitions.

You will also play a key role in shaping our future data roadmap, helping SAS Customer Service become increasingly insight-driven, predictive, and proactive in how we serve passengers.

Main responsibilities:

• Build and maintain reports, dashboards, and ad hoc analyses in Power BI 
• Continuously develop and improve our BI setup 
• Support metric development and performance tracking 
• Contribute to business case development 
• Analyze long-term trends and provide actionable recommendations 
• Lead initiatives to make customer service data accessible and actionable across the organization 
• Identify opportunities to use automation, AI, and predictive analytics to make Customer Service more proactive, efficient, and insight-driven 
• Engage and train business users to generate insights from data 

To be successful we believe you have

• A degree or relevant professional experience in statistics, data science, engineering, finance, or a related field 
• Strong expertise in Microsoft Power BI, including building data models and creating actionable reports and dashboards 
• Proven ability to analyze structured data from multiple sources and communicate insights clearly and effectively 
• Solid understanding of data modeling principles 
• Fluency in English 
• Curiosity and hands-on interest in using AI and automation to improve analytics, reporting, and business decision-making, combined with the ability to critically validate AI-generated insights 

Nice-to-haves:

• Experience working with data from customer service, CRM, contact center, or digital channels 
• Experience with predictive analytics, forecasting, or anomaly detection 
• Familiarity with working in agile, cross-functional teams 

As a person, we believe you are highly analytical, curious, and comfortable working with complex data sets. You are skilled at transforming data into clear, actionable insights and can communicate your findings in a pedagogical and accessible way, adapting your message to different stakeholders across the organization. You are proactive, self-motivated, and take ownership of your responsibilities. You also have a strong interest in how AI, automation, and new technologies can improve analytics, decision-making, and customer service. Strong collaboration skills are essential for success in this role, as you will work closely with teams across the business to drive continuous improvement and support our transformation journey. 

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: 30/08/2026. 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.
• Desired start date: Asap
• 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. 
  
  If you have questions about this position, you are welcome to contact Andreas Broberg Henning, Head of Digital Customer Service & Analytics at andreas.henning@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!