Product Owner

Product Owner Customer Service

SAS Customer Service annually manages millions of customer contacts in 12 languages with the help of our external partners and our own contact centers. As customer expectations evolve we see a growing need to strengthen our digital presence and harness the potential of AI to deliver smarter more personalized customer-centric solutions. To help us drive this transformation we are now looking for a new Product Owner.

Challenges you will work on:
As Product Owner you are expected to take charge of the long term-development of our user products in customer service. You will play a key role in driving the adoption of AI and automation within customer service ensuring that new technologies are implemented in a way that truly enhances the customer experience. You will transfer business needs into technical requirements prioritize development efforts and define a clear roadmap for future innovation.

As a Product Owner at SAS you will work on:

Drive the exploration and implementation of AI-powered solutions to improve customer service efficiency and personalization
Owning building prioritizing deciding and refining user stories in development backlog including defects and enablers while participating in the development of story acceptance criteria.
Continually learn and engage in different areas of the business to understand customer service processes and new trends
Understand at a broad level how platforms/architectures are applied to automated business solutions
Synthesize information from functional leaders technology partners and industry intelligence to build product roadmaps business cases and agile user stories
Collaborate with stakeholders to identify problems and inefficiencies perform root cause analysis investigate information perform impact analysis and formulate and execute plans to develop solutions
Ensure necessary documentation is prepared for product releases and user guides

To be successful we believe you have:
University degree in relevant field
Minimum 3-5 years of professional experience
Minimum 2-3 years experience of working with digital development
Experience with agile methods and product development
Fluency in English both spoken and written

Experience we consider meriting
Salesforce Service Could
Leading a team as a project manager or team lead
Digitalization and automation
Business acumen
Experience in applying AI technologies to improve Customer Service and automation
Experience in working with Fraud detection

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 youll join a culture where we work collaboratively towards common goals recognize each others 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: 19/10/25. Please send us your CV and cover letter 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.
A background check will be conducted at the final stage of this recruitment process as this role is security classified. If you are aware of any specific matters that may come up during this background check we kindly ask you to be transparent about them during the recruitment process.

If you have questions about this position you are welcome to contact Janni Ridderström Acting Head of Digital Customer Service & Analytics via Email:

Come and fly with us!