SAS Customer Service annually manages millions of customer contacts in 12 languages via the help of our external partners and our own contact centers. Our exciting journey to build the future’s customer service has started and we aim to meet the changing demands of our customers. The journey will consist of many initiatives, with a strong focus on digitalization, automation, and process development. To support us on this journey we need a process owner for our Process Development team in Customer Service.

As a process owner you will have the overall strategic responsibility for processes within Customer Service. You are expected to make required changes related to reaching set goals and achieving the needed objectives by efficiently and continuously improving processes. You will work very closely with stakeholders in Customer Service to understand, define, improve, and develop our processes. As a process owner you also be a main contact point for other departments within SAS’ regarding changes in product and service concepts. 

• Maintaining a strategic perspective on Customer Service’s processes within the area of Pre-Travel 
• Driving the Pre-Travel cross-functional team within customer service 
• Securing standardized customer handling and process adherence  
• Using data and analytics to measure and evaluate our processes and improve process efficiency  
• Defining technical needs to product owners to implement process improvements  
• Prioritizing between possible process improvements  
• Ensuring that efficiency and quality targets are met. Example of KPI’s: Cost and Customer Satisfaction Index  
• Using a “lean” way of working to optimize processes and reduce cost  
• Collaborating with internal stakeholders, such as Vendor Management, Sales and Operating Centers 

• Bachelor’s degree or equivalent education in a relevant field 

• Experience in defining and deploying future-state processes and in identifying solutions from a customer, people, and technology perspective 

• Experience of cross-functional collaboration  

• Experience in prioritizing improvements based on impact of cost and customer satisfaction  

• Experience in working with diverse team and internal stakeholders 

• Good at expressing yourself in English, both verbally and in writing 

• Process owner role  
• Leading a team as a project manager or team lead 
• Working with data and KPI-driven improvements 
• Customer service processes and technology 
• Lean 
• Digitalization and automation  
• Salesforce  
• Working with reservation related systems  
• Airline industry

Interested in both people and technology and passionate about finding the most efficient way of working as well as building a network within SAS. We see that you have a natural drive of prioritizing, planning, and getting things done. You are a curious and unafraid problem solver down to the core and are driven to find the root cause of the problem.  

• Purposeful: We are heading into a future where change is never-ending, and the need to rethink and rebuild is too. A future of conscious thoughts and sustainable innovation. A future we make possible. We fly because the world is moving, and it needs our help to stay in motion.   
• Flexible: Office, Home, Norway, Copenhagen – wherever you are, Scandinavia is your home and flexibility is at our core 
• Adventurous: We grow by making the world smaller. Discounted airline tickets providing you, your family and friends possibility to travel the world at great prices. 
• Personal: Ingenuity and creativity are central to our work, We offer an opportunity to work on many challenges and initiatives 
• Innovative: The restless pulse of our world offers endless possibilities to develop new customer solutions and new avenues for personal and professional growth. Working at SAS means contributing to and benefiting from a fast-paced, dynamic environment and playing a leading role by transforming aviation. 
• Ownership: Opportunity of bringing initiatives from ideas into end-point delivery 

• This position is located in Stockholm (SAS Head office in Solna/Frösundavik) 
• Type of employment: Full time (100) 
• Desired starting date of employment: As soon as possible  

Does this sound like you? 
Please send us your resume and cover letter as soon as possible, but no later than March 5th. Should you have any inquiries regarding the position, feel free to reach out to our Talent Acquisition Specialist, Rakhi Romarker (rakhi.romarkersas.dk) 

We look forward to hearing from you!