CUSTOMER SERVICE ANALYST

City: Solna Job Function: Other Cusromer Service Analyst

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.

Challenges you will work on:

To support us on this journey we need a new Customer Service Analyst to join our team. This individual will collaborate closely with process developers and managers, facilitating easy access to structured and analytics for the business unit to utilize. You will also be an important stakeholder in defining our data roadmap.

Over the past year, SAS Customer Service has undergone a significant transformation, embracing agility and digitalization. In this role, you will play a crucial part in facilitating this transformation by transitioning Customer Service into a more data-driven organization.

As a Customer Service Analyst at SAS, you will:

• Management reporting and prognosis
• Continuous development of department’s BI setup
• Participation in KPI development
• Participation in business case development
• Leading work on making customer insight data accessible and actionable for all areas of SAS
• Analysis of long-term trends in business area
• Ensuring establishment of common process standards within business unit
• Engaging and training other team members in analysis and insights

To be successful, we believe you should have:

• A strong proven knowledge within deep dive analysis of customer case data, survey data, and other structured data sets. SQL and Salesforce (or similar)
• You should be comfortable in visualizing and communicating your insights as well as working with Microsoft Power BI (or similar)
• Strong numeracy skills and use of Excel is essential
• Fluency in English
• Master’s Degree in statistics, data science, engineering, finance or similar

Work experience we consider meriting

• Analytics
• Customer service processes and technology
• Salesforce
• Airline industry
• Working in an agile team

As a person we believe you are….

As a person you are analytical and can handle large amounts of data and draw conclusions based on it. Furthermore, you also know how to pedagogically communicate that information. You are self-motivated, proactive and take great responsibility for your tasks. Great emphasis is placed on collaboration internally to work together to reduce costs. We therefore see good cooperation skills as a prerequisite for success in the role.

This is how we make your journey at SAS matter:

• 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

Other of Importance

• This position is located in Stockholm (SAS Head office in Solna/Frösundavik)
• Type of service: Full time (100%)
• Desired 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 June 9th. Should you have any inquiries regarding the position, feel free to reach out to our recruiting manager, Karolina Soppela (karolina.soppela@sas.se)

We look forward to hearing from you!

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