At Callebaut, we’re evolving from a chocolate manufacturer into a true partner for our customers’ brands. As markets shift and technology accelerates, we’re building a bold, unified Customer Experience (CX) strategy that delivers simple, seamless and personalised interactions across every touchpoint. Building on our Next Level transformation, we’re investing in digitalisation, simplification and market proximity to create an end‑to‑end, Amazon‑like experience that drives loyalty and sustainable growth. As part of the CX Strategy & Learning team, the Director CX Intelligence will own how we measure and understand customer experience globally. You’ll map key touchpoints, define our measurement frameworks (NPS, pulse checks, journey KPIs), turn insights into clear actions, and ensure customer feedback becomes a driver of both brand impact and business growth.

Key responsibilities:

Strategic Collaboration & Governance

• Bring the customer voice into strategic decisions.
• Set and steer CX metric governance and targets.
• Partner across CX teams to strengthen capability and accountability.
• Stay up to date on CX tools and best practices.

Touchpoint Mapping & Framework Design

• Define key customer touchpoints across the journey.
• Build and maintain the global CX measurement framework (NPS, pulse checks, journey KPIs).
• Align global standards with regional needs.

Measurement Implementation & Reporting

• Lead survey design, rollout and analytics.
• Create dashboards and regular CX performance reporting.
• Turn data into clear insights and trends.
• Ensure consistent, high‑quality data.

Feedback Loop & Corrective Action

• Embed closed‑loop processes so feedback drives action.
• Coordinate with functions on priorities and improvements.
• Lead a global CX champion network.
• Present progress and impact to leadership.

Team Leadership & Development

• Lead and develop a small analytics/insights team.
• Coach stakeholders on using CX metrics and insights.
• Promote a culture of data‑driven, customer‑centric improvement.

About you:

• At least 10 years working in customer experience, insights, analytics or research, with several years in a senior leadership role where you’ve shaped strategy and influenced business direction.
• Fluent English is required; additional languages are a plus given the global scope of the role.
• CX Measurement Expertise: Deep experience designing and running global measurement frameworks — including NPS, relational and transactional surveys, pulse checks, journey KPIs, benchmarking and closed‑loop processes.
• Customer Journey Understanding: Strong ability to map complex customer journeys, identify moments that matter, and define the right metrics for each stage and segment.
• Insight‑to‑Action Mindset: Proven success turning customer data into clear, prioritised insights and driving actions that improve satisfaction, loyalty and commercial outcomes.
• Analytical & Technical Skills: High proficiency with analytics tools, dashboarding platforms and survey technologies. Comfortable working with data, building reporting structures and ensuring methodological consistency.
• Storytelling & Executive Communication: Ability to translate complex findings into simple, compelling narratives that influence senior stakeholders and encourage accountability.
• Cross‑Functional Influence: Skilled at working across Sales, Marketing, Operations, Supply Chain, R&D and regional teams. You can influence without authority and guide teams toward customer‑centric thinking.Global Leadership Experience: A track record of driving programmes across multiple countries and cultures, balancing global standards with local adaptation.
• Change Leadership: Experience embedding new ways of working, driving adoption of measurement frameworks, and building a strong internal culture around closing the loop on feedback.
• Team Leadership: Experience developing high‑performing teams, coaching talent and fostering a collaborative, empowered working style.
• Commercial Acumen: Understanding of how customer experience links to business performance — including retention, growth, brand preference and profitability.
• Customer‑Centric Mindset: Strong commitment to elevating the customer voice and ensuring feedback informs decision‑making at all levels of the organisation.

• Employment on a regular basis in the sweetest company in the world.
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by BC).
• Fit Profit sports card co-financed by BC.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month.
• As part of our work-life balance culture, we can start work between 7 am and 10 am.
• Free consultation with a lawyer once a quarter.
• Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year.
• And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits and veggies to the office.
• You can purchase our sweet products with a special discount.
• Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.
• We like to party as much as we like chocolate! We have integration budgets we can use for team events.
• Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.