Customer Experience – Service Design

SAS - Scandinavian Airlines

. Lead customer journey mapping and service design initiatives .

Posted 9/21/2026full-timeSolna • SwedenMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer journey mapping, service design, and translating customer insights into actionable recommendations. Proven ability to lead cross-functional collaboration and drive customer experience improvement initiatives from concept to implementation.

Highest-signal resume keywords

Customer Journey MappingService DesignStakeholder ManagementCustomer Experience ImprovementQualitative Research

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceJourney ManagementCX MetricsActionable RecommendationsPrototypingExperience Design

Soft Skills

FacilitationBuilding TrustInfluencing Without AuthorityCuriosityProactive Mindset

Tools & Technologies

Modern Collaboration ToolsDesign Tools

Industry Keywords

Customer-CentricContinuous ImprovementAgile EnvironmentsCross-Functional Collaboration

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

A few years of experience in customer experience, service design, journey management, or similar disciplines
Experience leading customer journey mapping, service design, and cross-functional improvement initiatives from idea to implementation
Strong facilitation and stakeholder management skills
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
Customer-centric, curious, and proactive mindset
Ability to navigate complexity and balance strategic thinking with hands-on execution
Experience with customer research, customer feedback, CX metrics, and modern collaboration or design tools
Comfort working in agile and cross-functional environments
Interest in continuous improvement, experimentation, and new ways of working

Benefits

Comp & perks

Extensive opportunities for professional development
Discounted travel opportunities around the world with SAS
Health and wellness benefits
Newly renovated gym with complimentary CrossFit and yoga classes
Discounts from a wide range of brands
Discounts on transportation to and from airports, airport shops, hotels, and car rentals
Vibrant office workspace with restaurant and café
Access to outdoor activities in Hagaparken and Brunnsviken
Free equipment for running, tennis, outdoor gym sessions, kayaking, and stand-up paddling
Non-stop bus service connecting the office to Solna station
Access to commuter trains and cycle paths