About the role
Challenges you will work on:
At SAS, we are looking for a Customer Experience & Service Design Specialist who can transform customer insights into tangible improvements across our customer journeys.This role is focused on moving from insight to action. You will work closely with stakeholders across the business to design, prioritize, and implement improvements that create better customer experience and stronger business outcomes. In this role, you will work at the intersection of customer insights and service design, helping SAS identify, design, and implement improvements across customer journeys, touchpoints, and services.
Your responsibilities include
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
In your first months, you will focus on understanding SAS' customer journeys, building relationships with key stakeholders, and driving selected customer experience initiatives from insight to action.
The Team
You will be part of a newly established central Customer Experience & Insights team where you will play a key role in ensuring customer understanding is translated into meaningful improvements across customer journeys, touchpoints, and services. We combine insight and execution, focusing on turning customer understanding into concrete improvements and embedding CX into everyday ways of working. We work closely with stakeholders a…
