CX Insights & Journey Lead (EMEA)

PHINIA Otomotiv Sistemleri Sanayi ve Ticaret Anonim Sirketi - (Turkey); Konak; On-site; TRY 350,000 - 520,000; Full time

Job summary

PHINIA Otomotiv Sistemleri Sanayi ve Ticaret Anonim Sirketi - (Turkey) is seeking a CX Specialist to capture and analyze VoC, translate insights into improvements, and support cross‑functional CX initiatives across the EMEA region.

The role focuses on customer journey mapping, CX performance reporting, and the ongoing enhancement of digital touchpoints, working with Digital, IT, Service, and Product teams. Fluency in English is required.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field.
• 3–5 years in Customer Experience or related fields in automotive aftermarket.
• Strong analytical skills to translate feedback into insights.
• Experience with VoC programs and CX metrics (NPS, CSAT, CES).

Responsibilities

• Capture and analyze Voice of the Customer (VoC) data from surveys, feedback, and interviews.
• Identify trends, pain points, and opportunities to improve CX across channels.
• Support country teams with improvement priorities based on insights.
• Map customer journeys and pinpoint key touchpoint improvements.
• Coordinate CX initiatives with cross‑functional teams and track outcomes.
• Update journey maps as customer behavior and processes evolve.
• Help optimize digital CX touchpoints and portals with user feedback.

Skills

VoC analysis

CX metrics

Stakeholder mgmt

Education

Bachelor's degree in Business Administration/Marketing

Tools

CRM systems

Feedback platforms

Reporting tools

Data visualization

Job description

PHINIA Otomotiv Sistemleri Sanayi ve Ticaret Anonim Sirketi - (Turkey) is seeking a CX Specialist to capture and analyze VoC, translate insights into improvements, and support cross‑functional CX initiatives across the EMEA region.

The role focuses on customer journey mapping, CX performance reporting, and the ongoing enhancement of digital touchpoints, working with Digital, IT, Service, and Product teams. Fluency in English is required.