CX & Insights Specialist — Automotive Aftermarket

PHINIA Inc.; Konak; On-site; TRY 80,000 - 120,000; Full time

Job summary

PHINIA Inc. in Turkey seeks a CX Specialist to drive Voice of the Customer insights across the EMEA region, translating feedback into actionable improvements for digital and physical touchpoints. You will support VoC activities, analyze CX data, help map journeys, coordinate CX initiatives with cross-functional teams, and develop CX scorecards to track KPIs such as NPS, CSAT, and CES. Fluency in English required; Turkish language a plus.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3-5 years in Customer Experience or Customer Insights, preferably in automotive aftermarket.

Responsibilities

• Support VoC activities including surveys, customer feedback, interviews, and other listening channels.
• Analyze customer feedback and CX data to identify trends, pain points, and opportunities, translating findings into actionable insights.
• Assist country teams in using customer insights to identify improvement priorities.
• Support customer journey mapping and identify key pain points across touchpoints.
• Coordinate CX improvement initiatives with relevant teams and track agreed actions and outcomes.
• Regularly update journey maps to reflect changes in customer behaviour and business processes.
• Develop and maintain CX scorecards, tracking KPIs such as NPS, CSAT, and CES.
• Monitor country-level CX performance and coordinate KPI follow-ups with country teams.

Skills

VoC programs

CX data analysis

Journey mapping

Cross-functional collaboration

English fluency

Education

Bachelor's degree in Business Administration/Marketing

Tools

CRM systems

Data visualization tools

Job description

PHINIA Inc. in Turkey seeks a CX Specialist to drive Voice of the Customer insights across the EMEA region, translating feedback into actionable improvements for digital and physical touchpoints. You will support VoC activities, analyze CX data, help map journeys, coordinate CX initiatives with cross-functional teams, and develop CX scorecards to track KPIs such as NPS, CSAT, and CES. Fluency in English required; Turkish language a plus.