What are the responsibilities and job description for the Senior Customer Experience Advisor position at Collibra Inc.?
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.
Sr Customer Experience Advisors at Collibra are responsible for- 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.
- 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
- This position is not eligible for visa sponsorship
- Within your first month, you will focus mainly on sharpening your knowledge (processes, tools, products,...) and building relationships.
- Within your third month, you are contributing and presenting initial strategic insights on the end-to-end customer lifecycle to identify key areas for experience optimization.
- Within your fifth month, you are leading and managing CX projects that span departments
The standard base salary range for this position is $88,000.00 - $110,000.00 per year. This position is not eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.
In addition to base salary, we offer a competitive total rewards package, including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, and more.
Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off. Learn more about Collibra's benefits.
We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.
At Collibra, we're proud to be an equal opportunity employer. We realize the key to creating a company with a world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.
With this, we proudly consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sexual orientation, pregnancy, sex, gender identity, gender expression, genetic information, physical or mental disability, HIV status, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status or any other legally protected category. If you have a need that requires accommodation, let us know by completing our Accommodations for Applicants form.
As a company with diverse global roots, we celebrate every Collibrian’s individuality. Regardless of your race, age, religion, national origin, sexual orientation, or gender identity, Collibra is proud to be an equal opportunity workplace.