SAS - Scandinavian Airlines

Customer Support

• 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
• Understand SAS' customer journeys and build relationships with key stakeholders during the first months
• Drive selected customer experience initiatives from insight to action

Customer Experience – Service Design

Research Analyst

• 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 impacting 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
• Understand existing research programs, stakeholder priorities, and business challenges
• Take ownership of research projects from brief through recommendation and become a trusted partner in translating customer and consumer understanding into business action

Customer Research Specialist

Performance Marketing

• Connect performance cycle priorities, commercial strategy, and analytics to drive sales in indirect channels across SAS markets
• Work with the Sales Optimization team and Global Sales leaders on complex commercial challenges
• Collaborate across Sales, Revenue Management, Pricing, Network, and other business functions
• Translate analytical findings into clear stories that drive tactical Sales actions
• Challenge existing ways of working and identify opportunities to improve sales effectiveness and business outcomes
• Combine quantitative analysis with commercial understanding to uncover opportunities and risks
• Support day-to-day Sales analytics and larger revenue-generating projects
• Identify commercial opportunities and threats, prioritize actions, and enable rapid execution through tools, processes, and stakeholder alignment

Customer Experience – Service Design

Customer Research Specialist

Sales Optimization Performance Specialist