{"id":1460255,"url":"https://alion.io/job/phinia-ftc-emea-customer-experience-specialist","title":"FTC EMEA Customer Experience Specialist","company":{"id":1874673,"name":"PHINIA","domain":"phinia.com","url":"https://alion.io/company/phinia","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":6,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warsaw, Poland","Madrid, Spain","Cergy, France","Warwick, United States","Turkey","Italy","Germany"],"countries":["PL","ES","FR","US","TR","IT","DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":76000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1081},"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-28T00:00:00Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-21T22:22:36Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"ABOUT US\nPHINIA: Advancing sustainability today, powering a cleaner tomorrow.\nPHINIA 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\nJOB PURPOSE\nThe 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\nKey Responsibilities\nVoice of the Customer (VoC) & Insights\nSupport VoC activities including surveys, customer feedback, interviews, and other listening channels.\nAnalyze customer feedback and CX data to identify trends, pain points, and opportunities, and translate findings into actionable insights.\nSupport country teams in using customer insights to identify improvement priorities.\nCustomer Journey & Experience Improvement\nSupport customer journey mapping and identify key pain points and opportunities across customer touchpoints.\nCoordinate CX improvement initiatives with relevant teams and track agreed actions and outcomes.\nRegularly update journey maps to reflect changes in customer behaviour and business processes.\nDigital Customer Experience\nSupport the continuous improvement of EMEA customer portals and other digital touchpoints by gathering customer needs, feedback, and improvement opportunities.\nCollaborate with Digital, IT, Service, Product, and other teams to ensure customer needs are reflected in digital initiatives.\nMonitor customer feedback and experience across digital touchpoints and identify improvement opportunities.\nCX Performance, Reporting & Stakeholder Management\nDevelop and maintain EMEA CX scorecards, tracking key KPIs such as NPS, CSAT, and CES.\nMonitor country-level CX performance, identify trends and gaps, and highlight key areas for improvement.\nCoordinate regular KPI follow-ups with country teams and track agreed actions.\nPrepare regular CX performance reports and insights for the CX Manager and relevant stakeholders.\nCollaborate with cross-functional and country teams to support a customer-centric approach and continuous improvement.\nWhat we’re looking for\nQualifications\n· Education: Bachelor's degree in Business Administration, Marketing, or a related field.\n· Experience: Minimum of 3-5 years in Customer Experience, Customer Insights or related fields preferably within the automotive aftermarket industry.\nSkills\n· Strong analytical and problem-solving skills, with the ability to interpret customer feedback, CX data, and identify actionable insights.\n· Proven experience in customer journey mapping, VoC programs, and CX metrics such as NPS, CSAT, and CES.\n· Strong communication and interpersonal skills with the ability to work effectively across functions.\n· Good project coordination and organizational skills, with a proactive and customer-focused mindset.\n· Fluency in English; additional languages are a plus.\nDesirable Attributes\n· Technical Proficiency: Experience with CRM systems, customer feedback platforms, reporting tools, and/or data visualization tools.\n· Industry Knowledge: Understanding of the automotive aftermarket industry and customer needs is an advantage.\n· Certifications: Relevant Customer Experience, Customer Insights, or quality management certification is a plus.\nEQUAL EMPLOYMENT OPPORTUNITY\nPHINIA 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.\nVISA SPONSORSHIP\nFor 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.\nNO UNAUTHORIZED REFERRALS\nPHINIA 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.\nGLOBAL TERMS OF USE AND PRIVACY STATEMENT\nCarefully read the PHINIA Privacy Policy before using this website. Your ability to access and use this website and apply for a job at PHINIA are conditioned on your acceptance and compliance with these terms.\nPlease access the linked document by clicking here, select the geographical area where you are applying for employment, and review.\nBefore submitting your application you will be asked to confirm your agreement with the terms.\nCareer Scam Disclaimer:\nPHINIA 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.\nAdvancing 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.","description_format":"text","description_chars":6029,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities","Natural Resources","Alternative Fuels"],"lifecycle":[{"event":"open","at":"2026-09-29T12:00:59Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.807,"p_room":0.9,"age_days":24,"expected_fill_days":43,"reasons":["conf:7","win:mid"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/phinia-ftc-emea-customer-experience-specialist","json_url":"https://alion.io/job/phinia-ftc-emea-customer-experience-specialist.json","meta":{"generated_at":"2026-10-22T10:24:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7667,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1874673},"rest":"https://alion.io/mcp/rest/get_company?id=1874673"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fphinia-ftc-emea-customer-experience-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fphinia-ftc-emea-customer-experience-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fphinia-ftc-emea-customer-experience-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/phinia-ftc-emea-customer-experience-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fphinia-ftc-emea-customer-experience-specialist"}]}