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
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.
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Career Scam Disclaimer:
PHINIA makes no representations or guarantees regarding employment opportunities listed on any third-party website. To protect against career scams, job applicants should take the necessary precautions when interviewing for and accepting employment positions allegedly offered by PHINIA. Applicants should never provide their national ID numbers, birth dates, credit card numbers, bank account information or other private information when communicating with prospective employers or responding to employment opportunities online. Job applicants are invited to contact PHINIA through PHINIA’s website to verify the authenticity of any employment opportunities.
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.
Skills Required
- Bachelor’s degree in Business Administration, Marketing, or a related field
- Minimum 3-5 years of experience in Customer Experience, Customer Insights, or a related field
- Strong analytical and problem-solving skills
- Experience interpreting customer feedback and CX data to identify actionable insights
- Experience with customer journey mapping and Voice of the Customer programs
- Experience with CX metrics including NPS, CSAT, and CES
- Strong communication and interpersonal skills
- Ability to work effectively across functions
- Project coordination and organizational skills
- Fluency in English
- Experience in the automotive aftermarket industry
- Additional language proficiency
- Experience with CRM systems, customer feedback platforms, reporting tools, or data visualization tools
- Understanding of automotive aftermarket customer needs
- Relevant Customer Experience, Customer Insights, or quality management certification
PHINIA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PHINIA and has not been reviewed or approved by PHINIA.
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Healthcare Strength — Medical coverage includes comprehensive preventive care, chronic‑condition support, mental‑health initiatives, and fitness incentives such as gym memberships. In some locations, completing wellness steps can reduce paycheck premiums to very low or zero.
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Retirement Support — Retirement offerings feature a 401(k) with strong employer contributions alongside company‑managed savings and long‑term incentive programs. Governance by a Compensation Committee indicates structured, competitive retirement support.
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Affordable Benefits — Health plan design allows notably low out‑of‑pocket paycheck costs when wellness criteria are met. This structure can materially lower the total cost of coverage for participants.
PHINIA Insights
What We Do
At PHINIA, we know the actions we take today have a profound impact on the world we’ll live in tomorrow. That’s why we focus every day on improving fuel efficiency and performance, while also investing in the future for a more sustainable tomorrow. Today, we are creating fuel systems, electrical systems and aftermarket parts that are efficient and premium-quality. This ensures that combustion engines run at peak performance, as cleanly as possible – keeping vehicles and industrial applications running efficiently so fewer resources are spent on building new ones before they’re truly needed. With our remanufacturing programs and product designs that facilitate recyclability, we continue to build a circular model of sustainability. For a cleaner tomorrow, PHINIA is investing in a spectrum of alternative fuels that have planet-enhancing potential. Fuels like hydrogen, ethanol and methanol have the power to dramatically reduce carbon emissions, transforming transportation and protecting the Earth. At PHINIA, we are constantly moving toward greater sustainability, and we use advanced technologies to explore promising possibilities. We spark change today, and we keep that momentum going – toward carbon-free combustion for tomorrow
