PRODUCT OWNER - DIGITAL SERVICES, CUSTOMER SERVICE

SAS Customer Service annually manages millions of customer contacts with the help of our external partners and our contact centers. Despite a tough year behind us, our journey to build a customer service function for the future is ongoing. To support us on going forward, we need a new product owner.
As Product Owner – Digital Services you are expected to take charge of the long-term development of our digital customer service products, such as our chatbot, FAQ’s and other self-service offers. You are expected to ensure that SAS Customer Service adopts new technical solutions and that business requirements on customer self-service functionality is correctly prioritized. You are expected to lead the way by providing vision and roadmap for our future adaptation of new technology, as well as ensuring correct implementation and continuous evaluation and correction of existing services.
This is a great opportunity to be part of the development of SAS Customer Service in general and its technological development in particular. The role spans from product strategy to operational hands-on tasks and comes with large freedom to define direction and tasks. This also means a large responsibility to act with integrity and trustworthiness.


Some of your most important responsibilities
Define product vision, overall roadmap and growth opportunities for digital customer service including chatbot, FAQ, self service solutions for web/app etc.
Continually learn and engage in different areas of the business to understand and challenge Customer Service, its processes, and new upcoming trends
Plan and prioritize product feature backlog for Customer Service based on customer value and business case realization
Stay up to date with the latest technology trends and user behaviors affecting customer service and our industry
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
Update chatbot and FAQ based on our latest interaction data
Ensure necessary documentation is prepared for product releases and user guides
Work closely with IT department for product development and corrections to existing self-service solutions
Understand at a broad level how platforms/architectures are applied to automated business solutions



Experience we consider meriting
Project management
Digital development
Web analytics
Airline industry



Education
University degree in relevant field



As a person we believe you are….
Our ideal candidate loves SAS, our customers and our people! You are curious and unafraid of new methods and technology, and have the ambition improve the team as well as yourself.
Finally, you are unpretentious, hard-working and lead by example.

Does this sound like you?
Please send us your resume and cover letter before the 15th of August.
We look forward to hearing from you!
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Recruitment Partners
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SAS, Scandinavia’s leading airline, with main hubs in Copenhagen, Oslo and Stockholm, flies to destinations in Europe, USA and Asia. Spurred by a Scandinavian heritage and sustainability values, SAS aims to be the global leader in sustainable aviation. We will reduce total carbon emissions 25 percent by 2025, by using more sustainable aviation fuel and our modern fleet with fuel-efficient aircraft. In addition to flight operations, SAS offers ground handling services, technical maintenance and air cargo services. SAS is a founding member of the Star Alliance™, and together with its partner airlines offers a wide network worldwide.