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PHINIA develops and manufactures automotive technologies designed to improve the efficiency, performance, and sustainability of combustion-powered vehicles. Its portfolio includes fuel systems, electrical systems, and aftermarket components that support reliable engine operation. The company also applies circular-economy principles through remanufacturing and recyclable product designs, while investing in alternative fuels such as hydrogen, ethanol, and methanol to help reduce transportation emissions.
PHINIA Customer Experience Specialist - Izmir, Turkey (Onsite)
Drive Voice of the Customer insights, journey mapping, and digital touchpoint improvements for PHINIA’s global automotive systems business. Track EMEA customer experience KPIs and coordinate initiatives that support ongoing improvement.
Description
- Support Voice of the Customer programs through surveys, interviews, feedback collection, and other listening channels
- Evaluate customer feedback and experience data to uncover trends, pain points, opportunities, and actionable findings
- Help country teams use customer insights to set improvement priorities
- Assist with customer journey mapping and identify issues and opportunities across touchpoints
- Coordinate customer experience improvement projects and monitor actions and results
- Keep journey maps current as customer behaviors and business processes evolve
- Contribute to the ongoing improvement of EMEA customer portals and other digital touchpoints
- Capture customer needs, feedback, and improvement opportunities for digital projects
- Work with Digital, IT, Service, Product, cross-functional, and country teams
- Create and maintain EMEA customer experience scorecards covering NPS, CSAT, CES, and other KPIs
- Review country-level experience performance, identify trends and gaps, and surface improvement opportunities
- Coordinate KPI reviews with country teams and monitor agreed follow-up actions
- Prepare customer experience performance reports and insights for the CX Manager and relevant stakeholders
- Promote customer-focused practices and continuous improvement across EMEA
Requirements
- Bachelor’s degree in business administration, marketing, or a related discipline
- At least 3–5 years of experience in customer experience, customer insights, or a related area, preferably in the automotive aftermarket
- Strong analytical and problem-solving capabilities
- Ability to evaluate customer feedback and experience data and translate findings into actionable insights
- Experience with customer journey mapping, Voice of the Customer programs, and NPS, CSAT, and CES metrics
- Excellent communication and interpersonal skills
- Capability to collaborate effectively across functions
- Strong project coordination and organizational abilities
- Proactive approach with a customer-focused mindset
- Fluency in English
- Current authorization to work full time in the country where the role is located
- Experience with CRM platforms, customer feedback systems, reporting applications, or data visualization tools is desirable
- Knowledge of the automotive aftermarket and its customer needs is advantageous
- A relevant certification in customer experience, customer insights, or quality management is a plus
Benefits
- Equal employment opportunity irrespective of race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status
- Employment visa sponsorship may be available in certain circumstances according to business needs
- Full-time employment
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