Senior Customer Experience Advisor

Collibra•Raleigh, NC

8d•$88,000 - $110,000•Hybrid

About The Position

Joining Collibra’s Customer Experience (CX) team Collibra is seeking a Sr Customer Experience Advisor. This role is an individual contributor role dedicated to executing and managing critical customer experience programs. Reporting to the Manager of Customer Experience, this role focuses on implementing initiatives that enhance customer engagement, drive retention, and ensure a seamless journey across all touchpoints. Guided by the customer as our 'true north,' the Sr. Customer Experience Advisor works across teams to deliver tangible results and continuously optimize programs that showcase the value of Collibra. This is a hybrid role based in our Raleigh office. Our hybrid model means you’ll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.

Requirements

3-5 years of experience in program management, consulting, customer success, or a related role.
Strong organizational / project/program management skills with the ability to manage multiple projects simultaneously
Excellent communication and collaboration skills to work effectively with internal teams and customers.
Analytical mindset with experience tracking and reporting on program success metrics.
Required experience with Excel, PowerPoint, and G-Suite apps and optional when it comes to Qualtrics, Matik, etc
Bachelor’s degree in Business, Marketing, or a related field
Navigating evolving priorities seamlessly
Utilizing CRM platforms (e.g.,Salesforce) and project management (e.g. Asana) software to streamline team workflows and track customer data
Taking raw metrics (like churn or NPS) and turn them into a compelling narrative that convinces stakeholders to take action
Seeking continuous learning opportunities and manage projects autonomously
A bachelor’s degree or equivalent related working experience is required

Responsibilities

Identifying "friction points" in the customer journey and working with relevant departments to redesign those processes.
Working closely cross-functionally, including with leadership to integrate program objectives with broader organizational goals.
Leading the day-to-day implementation of key customer programs that align with the customer's journey.
Developing and maintaining workflows, templates, and resources to standardize program execution.
Using data-driven insights to recommend adjustments and enhance program performance.