CUSTOMER EXPERIENCE AGENT

The Customer Experience Agent plays a key supporting role in shaping and coordinating the customer experience strategy at SAS. Working within the Marketing organization, this role focuses on defining what excellent customer experience looks like across the end-to-end journey, and ensuring a consistent, customer-centric approach across all touchpoints.

The CX Agent is responsible for maintaining the CX roadmap, translating customer insights—primarily from NPS and other feedback sources—into experience principles and actions, and aligning different business units around a unified CX proposition. While the role does not implement solutions directly, it ensures that each business unit understands and applies the CX vision in their respective areas.

CX Strategy & Roadmap
•    Contribute to the development and ongoing refinement of the CX roadmap for SAS, covering key customer journey stages (booking, check-in, travel, post-travel).
•    Define and document what “good customer experience” means for SAS across different channels and touchpoints.
•    Support the Head of Customer in aligning CX goals with overall brand and business strategy.

Customer Feedback & Insights
•    Monitor and analyse NPS survey data and other customer feedback to identify trends, pain points, and improvement opportunities.
•    Translate customer feedback into clear experience themes, priorities, and follow-up actions.
•    Collaborate with the Insights team to ensure feedback is shared regularly and meaningfully across departments.

CX Proposition & Governance
•    Help articulate a coherent CX proposition that aligns with SAS’s values and customer expectations.
•    Serve as a central coordination point, ensuring business units understand and can apply the CX guidelines and principles in their operational areas.
•    Maintain alignment and follow-up routines with key stakeholders in Product, Digital, Operations, and Customer Service.

To be successful, we believe you have:
•    3–5 years of experience in customer experience, service design, customer insights, or a related function.
•    Familiarity with customer journey mapping and CX frameworks.
•    Strong understanding of customer feedback tools and NPS analysis.
•    Ability to collaborate across departments and influence without direct authority.
•    Excellent communication and documentation skills in English; Scandinavian language is a plus.
•    Customer-centric mindset with a structured, proactive working style.

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: 22/10/2025. 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 or Copenhagen, and you will be expected to work onsite. Remote work may also be an option, depending on the agreement made with your manager. 

Come fly with us!

SAS is Scandinavia's leading airline. For more than 75 years, we have been flying and connecting Scandinavia with the world and the world with Scandinavia. We have always been at the forefront of what is new and scouting the horizon. We have seen the world change, sometimes over a long period of time, and sometimes quite suddenly. Changes that have made us rethink, adapt and build new. We are moving towards a future where change and the need for new thinking is constant. A future of conscious thinking and sustainable innovation.