Service Excellence Specialist
- Application Deadline: Oct. 16, 2026
- Stockholm
- On-site
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.
Work with great people
Skills & Requirements
Experiences you bring and share with us
We believe you have experience from customer service, contact-centre operations or a similar operational environment. You understand how clear processes, quality standards, training, and knowledge come together to create a consistent customer experience. You also bring experience in:
- Working with process improvements and ways of working in a customer service or operational environment.
- Working with service quality, customer feedback, operational data, and continuous improvement.
- Creating or delivering training, instructions, and practical guidance for customer service teams.
- Turning changes in systems, services, products, or policies into clear and practical ways of working.
To succeed in the role
- You are structured and comfortable taking ownership. You enjoy creating clarity and making sure that agreed ways of working are understood and applied in daily operations.
- You combine strong analytical skills with a practical mindset. You can identify patterns in customer feedback and operational data and translate them into improvements that work for both customers and teams.
- You are a strong collaborator who can build strong relationships internally and with external partners
- You communicate complex information clearly and adapt it into, processes, and training material that are easy to understand and use.
- You also have the confidence to follow up, challenge when needed, and can secure that improvements are
- implemented.
The team you will join
The role is part of Customer Service Operations within Scandic’s Commercial organization and reports to the Head of Customer Service Operations.
You will join us at an exciting time, as our new Customer Service Hub takes shape and new ways of working are established. This gives you the opportunity to have a real and visible impact on how we deliver service across Scandic.
Information about the position
This is a full-time employment.
We only accept applications through our website. All applications will be processed continuously, so please apply as soon as possible.
If you have ambitions to develop, we will give you the opportunity to grow in your role. The development opportunities within our organization are endless. We are looking forward to welcoming you to Scandic.
Great Place to Work
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Work across borders and roles.
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Support for your wellbeing - and flexibility for life.
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Great stays, dining and partner perks – with team member discounts.
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Fair and competitive conditions.
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Growth opportunities.
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A workplace that cares – for people, society and the planet.
About the company
It all starts with you. Working in one of our hotels means being part of a team where care, collaboration and small everyday moments make the difference. You help create the warm feeling of home that defines Scandic - by being present, here and now, and making the details count.
Some days are fast, some are predictable - none are quite the same. But what stays constant is teamwork. You step in for each other, solve things as they happen, and take pride in delivering quality - even when the pace is high. And when you do, guests don’t just enjoy their stay - they want to come back.
How we work at Scandic
We’re at our best when we work together - across roles, hotels and teams - and focus on what makes a real difference in the everyday. Our values guide how we show up and how we deliver: Be Pro, Be Bold, Be Caring and Be You. If you believe great hospitality is built through collaboration, consistency and small moments done well, you’ll feel at home with us.
tom…your voice is essential to how we improve and grow — which is why we run well-being surveys twice a year.
tom…we have ongoing development conversations to support continuous growth and feedback.
tom…we offer talent programs for the curious and ambitious.
tom…Scandic was the first hotel chain to ask guests to re-use their towels — a practice that is now standard worldwide.
tom…we serve 25+ million cups of certified, organic coffee each year.
tom…we have an accessibility standard of 110+ checkpoints to ensure our services work for everyone.
tom…our employees include 130+ nationalities.
Helena Kihlberg | Contact Person
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