EMEA Customer Experience & Insights Specialist

PHINIA Sweden AB; Konak; On-site; TRY 180,000 - 280,000; Full time

Job summary

PHINIA Sweden AB is seeking a CX Specialist to drive a seamless customer experience across the EMEA region. You will capture VoC insights, support journey mapping, and collaborate with cross-functional teams to translate feedback into improvements.

You will monitor CX performance, develop dashboards for KPIs like NPS, CSAT, and CES, and coordinate with country teams to ensure consistent, customer-centric delivery.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 3–5 years in Customer Experience, Customer Insights, or related roles, preferably within the automotive aftermarket industry.
• Strong analytical skills to translate VoC data into insights.
• Experience with CX metrics such as NPS, CSAT, CES.

Responsibilities

• Support VoC activities including surveys, customer feedback, interviews, and other listening channels.
• Analyze CX data to identify trends, pain points, and opportunities, and translate findings into actionable insights.
• Collaborate with country teams to identify improvement priorities.
• Map customer journeys and track CX initiatives across touchpoints.
• Develop and maintain EMEA CX scorecards and reports.

Skills

Analytical skills

CX metrics

Communication

Cross-functional

English fluency

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

CRM systems

Feedback platforms

Reporting tools

Data visualization

Job description

PHINIA Sweden AB is seeking a CX Specialist to drive a seamless customer experience across the EMEA region. You will capture VoC insights, support journey mapping, and collaborate with cross-functional teams to translate feedback into improvements.

You will monitor CX performance, develop dashboards for KPIs like NPS, CSAT, and CES, and coordinate with country teams to ensure consistent, customer-centric delivery.