About the role
At Callebaut, our legacy as a global leader in chocolate and cocoa manufacturing is deeply rooted in the enduring trust and satisfaction of our customers. As we look ahead, shifting market dynamics and rapid advances in technology require us to sharpen a bold and unified direction for our Customer Experience (CX).
Our ambition is to move beyond being seen as a commodity‑driven business and become the trusted advisor to our customers’ brands, by elevating Customer Experience into a strategic differentiator, deepening partnerships, and enabling the creation of unique, sustainable chocolate experiences that delight consumers and create lasting value. This vision builds on a foundation of simplification, digitalization, and market proximity, enabling an unmatched end‑to‑end, smooth customer experience that drives loyalty and profitable growth.
The Manager, CX Analytics Lead (insights & frameworks) leads the analytical engine of our global CX measurement system. This role translates customer signals: quantitative, qualitative, and financial; into actionable insights, frameworks, and narratives that help the organization improve experiences and unlock sustainable value creation.
Sitting at the intersection of data analytics, insights, and customer journeys, this role builds analytical rigor, refines methodologies, elevates storytelling, and enables leaders to act on what customers are telling us. It requires a proactive partnership mindset and the ability to operate effectively in an evolving, fast‑building CX environment.
Core Accountability
Act as the analytical integrator for CX intelligence, ensuring customer signals (NPS, journey data, customer behavioral insights, market insights, amongst others) are translated into business implications that drive experience-led value creation and stronger advocacy for the Barry Callebaut brand.
Key responsibilities include:
Strategic support & Partnership
- Partner with the Director CX Intelligence to prepare strategic materials and build data‑driven inputs that support leadership discussions.
- Translate the CX measurement strategy into clear methodologies, templates, and repeatable approaches used across regions and functions.
- Provide an enterprise‑wide analytical lens by synthesizing trends, performance drivers, and customer segment–specific insights across key journey moments.
- Maintain awareness of CX tools, analytics techniques, dashboarding practices, and measurement standards; recommend improvements where relevant.
CX Measurement Frameworks & Analytics architecture
- Develop, maintain, and continuously refine end‑to‑end CX measurement frameworks that standardize how experience drivers relate to loyalty, financial outcomes, and operational behavior.
- Build scalable analytical models and “insight systems” that standardize how customer signals, specific to Customer Expereince, are interpreted across the organization.
- Lead deep dive analyses on NPS, journey metrics, and verbatims, correlating them with performance results and key drivers.
- Ensure methodological rigor, consistency, and data governance by working closely with CX Digital & Information teams on metric definitions, master data alignment, and tool adoption (Qualtrics, SFDC).
Advanced Analytics, AI/ML & Deep-Dive Insight Generation
- Conduct deep‑dive analyses across customer feedback, journey metrics, behavioral indicators, and operational data to uncover key drivers of satisfaction, friction, and loyalty.
- Leverage AI/ML models (predictive churn, driver modeling, theme clustering) to generate early warning signals and identify emerging patterns and early warning signals across customer journeys.
- Translate analytical findings into structured insights that inform, but do not lead, strategic discussions.
Journey Insights & Multi‑Signal Customer Satisfaction Understanding
- Provide data‑driven insights to enrich journey and touchpoint mapping with objective evidence on “moments that matter.”
- Create journey-specific insight packs combining quantitative and qualitative signals into clear, actionable narratives.
- Adapt global measurement methodologies to regional or functional contexts by collaborating with local teams.
Integrate customer satisfaction metrics (NPS, CSAT, CES), behavioral analytics (referrals, retention, usage), and operational indicators (latency, complaints) to create a holistic view of customer satisfaction across key journeys moments.
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Reporting, KPI Stewardship, Insight‑to‑Action Enablement & Value Modeling
- Build and maintain dashboards, reporting templates, scorecards, and KPI definitions that ensure consistent and reliable CX reporting.
- Support the preparation of high‑impact presentations, insight summaries, and executive materials developed by the Director CX Intelligence.
- Develop structured playbooks and toolkits that help teams act on insights and strengthen inner & outer feedback loops (without owning the loop governance).
- Strengthen close‑the‑loop excellence by embedding standardized practices for inner & outer loop follow‑up, quantifying impact, and ensuring learning cycles feed into continuous improvement.
- Support the tracking of corrective actions by providing data‑driven evidence for prioritization during feedback discussions and outer‑loop reviews, ensuring visibility and analytical rigor in evaluating progress.
- Partner with cross‑functional corrective action owners to define success metrics, improvement indicators, and test‑and‑learn hypotheses, and develop insight‑driven reports that communicate achievements to commercial teams and, where relevant, directly back to customers.
- Connect analytical insight outputs to commercial scenarios to help decision makers prioritize CX improvements based on tangible financial value.
- Collaborate with Sales, Finance, and Marketing to validate economic correlations and ensure CX monetization insights are considered in portfolio, pricing, and service‑level discussions (without owning those decisions).
Capability Building & Systems Adoption
- Act as a coach and advisor, strengthening teams’ ability to interpret CX data, understand drivers, and apply consistent measurement practices.
- Foster a global community of CX insight champions, supporting system adoption, knowledge sharing, and replication of proven practices.
- Enhance the customer‑intelligence ecosystem by supporting CRM/data usage, guiding digital teams on feedback‑data needs, and collaborating cross‑functionally to ensure aligned, reliable CX data flows.
- Support organizational understanding of CX maturity and ROI, helping teams identify capability gaps and focus areas for improvement.
About you
- Master’s degree in Business, Analytics, Economics, Marketing, Research, or a related field
- 5+ years in Business Intelligence, customer insights, analytics, or related fields.
- Experience in global, matrixed, and evolving environments.
- Proven ability to transform complex data into insights, frameworks, and executive‑ready narratives.
- Strong analytical and storytelling skills with multi‑source synthesis expertise.
- Fluent in English; additional languages are an advantage.
