Service Excellence Specialist​

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• Application Deadline: Oct. 16, 2026
• Stockholm
• On-site Job Description

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Help us create excellent customer service!

At Scandic, excellent service is at the heart of everything we do. Every day, we help our customers prepare for their stay, make them feel welcome and cared for at our hotels, and stay connected after they leave. When customers need help, our ambition is to make it easy for them to get the right support, whatever their question and however they choose to contact us.

To support this ambition, we are now establishing a new Customer Service Hub, bringing together our outsourced First Line operation, internal Second Line expertise, and digital self-service in one connected service model.

This new way of working requires clear processes, shared quality standards, effective training, and knowledge. We are therefore looking for a Service Excellence Specialist to join our Customer Service Operations team. In this role, you will help ensure that the customer service hub has the right processes, knowledge, and training, needed to serve our customer

About the role

As Service Excellence Specialist, you will own and continuously develop ways of working that enable consistent, efficient, and high-quality service delivery across Customer Service.

Your responsibility is to connect four closely related areas: processes, quality, training, and ways of working. You will make sure that processes and policies are translated into clear ways of working, effective training, and practical guidance that colleagues can use in their everyday work. You will work closely with our First Line partner, our internal Second Line team and colleagues responsible for digital customer service and self-service. You will create structure, coordinate activities, follow up on quality, and turn customer feedback and operational data into concrete improvements. Your work will help our teams deliver service that is consistent, efficient, and of high quality across Scandic and our outsourced First Line operation.

What you will do

• Ensure that processes, policies, quality standards, training material, and ways of working are aligned across First and Second Line Support and provide a reliable foundation for digital self-service.
• Work together with our First Line partner, setting requirements and ensuring that agreed standards and improvements are implemented.
• Own, document, and continuously improve end-to-end service processes.
• Together with responsible for 2nd line support, define and follow up on service quality standards, using customer feedback and operational data.
• Own the overall training framework and content for first and second line support.
• Collaborate with colleagues across Customer Service Operations and Digital Customer Services to support the implementation and adoption of new services, tools, automation, and AI.