PRODUCT OWNER

Product Owner, Customer Service

SAS Customer Service annually manages millions of customer contacts in 12 languages with the help of our external partners and our own contact centers. As customer expectations evolve, we see a growing need to strengthen our digital presence and harness the potential of AI to deliver smarter, more personalized customer-centric solutions. To help us drive this transformation, we are now looking for a new Product Owner.  

Challenges you will work on: 
As Product Owner you are expected to take charge of the long term-development of our user products in customer service. You will play a key role in driving the adoption of AI and automation within customer service, ensuring that new technologies are implemented in a way that truly enhances the customer experience. You will transfer business needs into technical requirements, prioritize development efforts, and define a clear roadmap for future innovation. 

As a Product Owner at SAS, you will work on:

•    Drive the exploration and implementation of AI-powered solutions to improve customer service efficiency and personalization 
•    Owning, building, prioritizing, deciding and refining user stories in development backlog including defects and enablers while participating in the development of story acceptance criteria. 
•    Continually learn and engage in different areas of the business to understand customer service, processes, and new trends 
•    Understand at a broad level how platforms/architectures are applied to automated business solutions 
•    Synthesize information from functional leaders, technology partners and industry intelligence to build product roadmaps, business cases and agile user stories 
•    Collaborate with stakeholders to identify problems and inefficiencies, perform root cause analysis, investigate information, perform impact analysis, and formulate and execute plans to develop solutions 
•    Ensure necessary documentation is prepared for product releases and user guides  

To be successful, we believe you have:
•    University degree in relevant field 
•    Minimum 3-5 years of professional experience 
•    Minimum 2-3 years’ experience of working with digital development 
•    Experience with agile methods and product development
•    Fluency in English, both spoken and written 

Experience we consider meriting 
•    Salesforce Service Could 
•    Leading a team as a project manager or team lead
•    Digitalization and automation 
•    Business acumen 
•    Experience in applying AI technologies to improve Customer Service and automation
•    Experience in working with Fraud detection 

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: 19/10/25. Please send us your CV and cover letter 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: As soon as possible 
•    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. 
•    A background check will be conducted at the final stage of this recruitment process, as this role is security classified. If you are aware of any specific matters that may come up during this background check, we kindly ask you to be transparent about them during the recruitment process. 
 

If you have questions about this position, you are welcome to contact Janni Ridderström, Acting Head of Digital Customer Service & Analytics via Email: janni.ridderstrom@sas.se. 

Come and fly with us!