Digital Customer Experience Specialist (Temporary)

About the role: 

Barry Callebaut is a global organization poised for growth; a company which has embraced the vision to delight its customers, while out-performing its competitors, a business which is committed to sustainability, has innovation in its DNA, is a leader in complex manufacturing and supply chain solutions and is focused on being a best-in-class employer. Barry Callebaut seeks diverse and passionate people who thrive in a dynamic environment, focused on continuous learning, living BC’s Values and of course loving chocolate.

We are looking for a Digital Customer Experience Specialist to help design, deliver, and continuously improve our end-to-end digital customer experience. This role focuses on customer portals, self-service capabilities, and key digital touchpoints that make it easier for customers to do business with us. Reporting to the Director of Customer Experience & Enablement, you will act as the voice of the customer in day-to-day execution—partnering closely with Digital, IT, Commercial, and Regional teams to turn customer insights into meaningful, scalable experiences.

Key responsibilities include: 

• Support the ownership and execution of the end-to-end digital customer journey across portals, self-service tools, and digital touchpoints.
• Help define and maintain customer experience standards, journeys, and success metrics across segments and regions
• Gather and analyze customer feedback, NPS insights, and digital usage data.
• Translate customer insights into prioritized experience enhancements and improvement initiatives
• Lead customer onboarding initiatives for digital tools and customer portals.
• Develop onboarding materials, guides, and communications to support adoption and value realization.
• Collaborate with Digital, IT, Commercial, and regional teams to deliver customer-centric solutions.
• Support rollout planning, communications, and post-launch stabilization.

About you:

• Minimum 3 years of experience in customer experience, digital product, customer success, or a related field, with the ability to turn customer feedback into actionable improvements.
• Hands‑on experience with Salesforce, digital platforms, customer portals, or self‑service tools, along with strong communication,organizational, and stakeholder‑management capabilities
• Proficiency with digital platforms and tools, including Salesforce, customer portals, and self‑service solutions
• Ability to analyze customer insights and digital usage data to identify friction points and drive improvements
• Strong communication and stakeholder‑management skills for effective cross‑functional collaboration.
• Customer‑centric mindset with a bias toward action and continuous improvement.
• Strong communication and stakeholder‑management skills for effective cross‑functional collaboration.
• Supports the organization’s broader digital and commercial transformation by enhancing digital customer touchpoints

What you can expect from Barry Callebaut:

• Competitive salary and comprehensive benefits package
• Environment that welcomes workplace flexibility
• An atmosphere where diversity is embraced, and inclusivity is second nature. We call it #OneBC! Just ask our champions with the Americas Women’s Forum and the Racial Equality Forum!
• Ability to grow personally and professionally within an organization that values development and internal career growth
• Be part of our mission in making sustainability the norm through Forever Chocolate with priorities centered around prospering farmers, zero child labor, carbon and forest positive, and creating 100% sustainable ingredients in all of our products.