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. Act as the 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. * Build scalable analytical models and “insight systems” that standardize how customer signals, specific to Customer Expereince, are interpreted across the organization. * 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.
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