BUSINESS ANALYST

Business Analyst - Customer Service

 

SAS Customer Service handles millions of customer interactions each year through our external partners and contact centers. As customer expectations evolve, we see a growing need to further strengthen our digital capabilities in order to deliver truly customer-centric solutions and services for our travelers, partners, and internal agents. To support this transformation, we are now looking for a Business Analyst to join our team. 

Challenges you will work on:

 

As a Business Analyst, you will play a crucial role in bridging the gap between our product development teams and users, translating business and user needs into requirements and user stories. You understand the core processes within Customer Service as well as the agent workflow and use that knowledge to make sure our solutions are well functioning and work as intended.  

 

Your responsibilities will include:  

 

• Leading workshops and meetings with stakeholders from business and IT to extract underlying needs and translate into actionable development tickets 
• Effectively communicating with developers and business stakeholders to make sure we deliver well-functioning solutions and services 
• Collaborating with Product teams to refine and document business needs  
• Proactively communicating insights gathered in day-to-day work to relevant stakeholders 
• Take a leading role in our data-driven development approach and make sure customer centricity is at our very core  

To be successful, we believe you have

 

• Relevant Bachelor's or Master's degree
• Minimum of 2 years of experience as a Business Analyst, Requirement Manager, or in consulting
• Experience with agile methods and product development
• Fluent in English (fluency in any Scandinavian language is a plus)
• Comfortable engaging with diverse stakeholders, both internally and externally
• Experience with Jira or similar tools
• Knowledge of process and information modeling
• Certifications such as IREB or agile-related qualifications are a plus, as well as experience with Salesforce is advantageous but not required

 

What makes you thrive:

 

We believe you are someone who are proactive, structured, and detail-oriented. Building trust and strong relationships with colleagues and stakeholders comes naturally to you. You are skilled at collecting, analyzing, and prioritizing customer and user needs, and enjoy solving problems with a strategic mindset. You are adaptable and energized by working in a dynamic, diverse environment.

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: 29/01/2026. 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: 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. 

 

If you have any questions regarding the role, please contact recruiting leader Andreas Henning, Head of Digital Customer Service & Analytics, at Andreas.Henning@sas.se

 

Come and 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.