FTC Customer Experience 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

ABOUT US

PHINIA: Advancing sustainability today, powering a cleaner tomorrow.

PHINIA is a diversified industrial supplier and global leader in the development of fuel systems, electrical systems, and aftermarket solutions, with a strong portfolio of trusted brands that includes DELPHI®, DELCO REMY®, and HARTRIDGE™. With over 100 years of manufacturing expertise and industry relationships, PHINIA has approximately 12,500 talented employees and over 40 locations in 20 countries and is headquartered in Auburn Hills, Michigan, USA. Read More

JOB PURPOSE

The CX Specialist supports the delivery of a seamless and positive customer experience by capturing and analyzing the Voice of the Customer (VoC), identifying customer journey improvement opportunities, and supporting the enhancement of customer touchpoints. The role works closely with cross-functional teams to translate customer insights into actionable improvements and support continuous improvement across the EMEA customer experience.

KEY RESPONSIBILITIES

Voice of the Customer (VoC) & Insights

• 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, and translate findings into actionable insights.
• Support country teams in using customer insights to identify improvement priorities.

Customer Journey & Experience Improvement

• Support customer journey mapping and identify key pain points and opportunities across customer 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.

Digital Customer Experience

• Support the continuous improvement of EMEA customer portals and other digital touchpoints by gathering customer needs, feedback, and improvement opportunities.
• Collaborate with Digital, IT, Service, Product, and other teams to ensure customer needs are reflected in digital initiatives.
• Monitor customer feedback and experience across digital touchpoints and identify improvement opportunities.

CX Performance, Reporting & Stakeholder Management

• Develop and maintain EMEA CX scorecards, tracking key KPIs such as NPS, CSAT, and CES.
• Monitor country-level CX performance, identify trends and gaps, and highlight key areas for improvement.
• Coordinate regular KPI follow-ups with country teams and track agreed actions.
• Prepare regular CX performance reports and insights for the CX Manager and relevant stakeholders.
• Collaborate with cross-functional and country teams to support a customer-centric approach and continuous improvement.

What we’re looking for

Qualifications

• Education: Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience: Minimum of 3-5 years in Customer Experience, Customer Insights or related fields preferably within the automotive aftermarket industry.

Skills

• Strong analytical and problem-solving skills, with the ability to interpret customer feedback, CX data, and identify actionable insights.
• Proven experience in customer journey mapping, VoC programs, and CX metrics such as NPS, CSAT, and CES.
• Strong communication and interpersonal skills with the ability to work effectively across functions.
• Good project coordination and organizational skills, with a proactive and customer-focused mindset.
• Fluency in English; additional languages are a plus.

Desirable Attributes

• Technical Proficiency : Experience with CRM systems, customer feedback platforms, reporting tools, and/or data visualization tools.
• Industry Knowledge : Understanding of the automotive aftermarket industry and customer needs is an advantage.
• Certifications : Relevant Customer Experience, Customer Insights, or quality management certification is a plus.

EQUAL EMPLOYMENT OPPORTUNITY

PHINIA is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability or protected veteran status.

VISA SPONSORSHIP

For this role, applicants must be currently authorized to work on a full-time basis in the country where the position is based. Only in certain circumstances, based on business need, does PHINIA provide sponsorship for employment visa status.

NO UNAUTHORIZED REFERRALS

PHINIA does not accept unsolicited resumes from recruitment agencies or third-party vendors. Any recruitment partnership must be approved in writing by Human Resources before candidate submissions are made.

Advancing sustainability today, powering a cleaner tomorrow. Join us on this shared journey to a brighter tomorrow. For more information about PHINIA, please visit www.phinia.com .