Manager, Customer Experience Analytics & Improvement

About the role

The Manager, Customer Experience (CX) Analytics & Improvement leads the analytical engine of Barry Callebaut’s global CX measurement system. This role transforms quantitative, qualitative and financial customer signals into actionable insights that drive experience‑led value creation and stronger brand advocacy.

Key responsibilities

• Act as the analytical integrator for CX intelligence, translating NPS, journey data, behavioral and market insights into business implications.
• Partner with the Director of CX Intelligence to prepare strategic materials and data‑driven inputs for 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 segment‑specific insights across key journey moments.
• Maintain awareness of CX tools, analytics techniques, dashboarding practices and measurement standards, recommending improvements where relevant.
• Develop, maintain and continuously refine end‑to‑end CX measurement frameworks that link experience drivers to loyalty, financial outcomes and operational behavior.
• Build scalable analytical models and insight systems that standardize interpretation of customer signals across the organization.
• Lead deep‑dive analyses on NPS, journey metrics and verbatim feedback, correlating them with performance indicators.

Required profile

• Proactive partnership mindset with the ability to operate effectively in a fast‑building CX environment.
• Strong analytical rigor and the capability to elevate storytelling for senior leaders.
• Experience in designing and implementing CX measurement frameworks and analytical models.
• Ability to synthesize complex data sets into clear, actionable narratives.

Required skills

• Data analytics
• NPS analysis
• Journey analytics
• Dashboarding