Digital Customer Experience Specialist (Temporary)

Digital Customer Experience Specialist (Temporary)

Location: San Pedro Garza Garcia, Nuevo Leon, MX, 66220

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. 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

• 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.
• 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.

At Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.

If you want to learn more about Barry Callebaut, please find further information here.

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