Senior Customer Experience Programs Associate

Details

Collibra is seeking a Senior Customer Experience Advisor to execute and manage critical customer experience (CX) programs. This individual contributor role focuses on implementing initiatives that enhance customer engagement, drive retention, and ensure a seamless journey across all touchpoints. The role works cross-functionally and is guided by the customer as the 'true north.' This is a hybrid role based in the Raleigh, North Carolina office (minimum two days in office per week).

Responsibilities

• Identify friction points in the customer journey and partner with relevant departments to redesign processes.
• Lead day-to-day implementation of key customer programs aligned to the customer journey.
• Work closely cross-functionally, including with leadership, to integrate program objectives with broader organizational goals.
• Develop and maintain workflows, templates, and resources to standardize program execution.
• Use data-driven insights to recommend adjustments and enhance program performance.

Requirements

• 3–5 years of experience in program management, consulting, customer success, or a related role.
• Strong organizational, project, and program management skills; ability to manage multiple projects simultaneously.
• Excellent communication and collaboration skills for working with internal teams and customers.
• Analytical mindset with experience tracking and reporting on program success metrics (examples: churn, NPS).
• Required experience with Excel, PowerPoint, and G-Suite apps.
• Optional experience with Qualtrics and Matik.
• Experience using CRM platforms (e.g., Salesforce) and project management tools (e.g., Asana).
• Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).
• This position is not eligible for visa sponsorship.

You Are / Competencies

• Comfortable navigating evolving priorities and managing projects autonomously.
• Able to turn raw metrics (churn, NPS) into a compelling narrative that drives stakeholder action.
• Seeking continuous learning, and able to work cross-functionally to influence outcomes.

Measures of Success

• Month 1: Focus on learning processes, tools, products, and building internal relationships.
• Month 3: Contribute and present strategic insights on the end-to-end customer lifecycle to identify experience optimization areas.
• Month 5: Lead and manage CX projects that span multiple departments.

Compensation & Benefits

• Base salary range: $88,000 - $110,000 per year.
• Not eligible for commission-based compensation; salary offers vary by experience, skills, and location.
• Additional compensation and benefits include equity ownership, bonus potential, a Flex Fund monthly stipend, pension/401(k) plans, and other benefits. See Collibra’s benefits and DEI pages for more details.

Location & Work Model

• Hybrid role based in Raleigh, North Carolina, United States. Requires working from the office at least two days per week.

Equal Opportunity & Accommodations

• Collibra is an equal opportunity employer and provides accommodations for applicants as needed.