Customer Experience Systems Senior Associate
About the Role
In this role as a Customer Experience Systems Sr. Associate, you'll be the architect behind streamlined workflows, ensuring our customer relationship tools are not just functional but truly resonate with the needs of our teams. You'll manage everything from technical requirements to the overall system efficiency, particularly within Salesforce Service Cloud. Combining collaboration with Salesforce expertise, you'll shape case flows, team communication, and user journeys while aligning with broader business strategies.
About the Team
The Customer Experience team is the empathetic voice of Instacart, engaging directly through real-time calls and chats with our valued customers, shoppers, and retail partners. As a service-centric and analytics-driven team, we focus on exceptional performance, delighting our community, and scaling operations effectively. We prioritize empathy, compassion, and care.
The Technology Enablement team serves as a strategic technical partner for Instacart’s business, driving customer delight through personalized experiences with intentional, high-energy human support.
Responsibilities
- Analyze CRM data to discover trends and insights that inform business decisions
- Guide data migration and integration with other systems to maintain seamless workflows
- Manage business requirements and process optimization for CRM workflows
- Define and implement maintenance procedures to ensure efficiency and consistency in database design
- Develop information protocols to enhance data security and prompt system upgrades
- Maintain the backlog for Salesforce Service Cloud changes tied to agent and system efficiency
- Collaborate across CX teams to coordinate and validate proposed tooling improvements
- Track and analyze business values and risk for CRM initiatives
- Design and deliver regular reports to stakeholders to continuously monitor CRM data quality
- Other duties as assigned
Qualifications
- Master’s degree in Data Science, Information Systems, or related field (or foreign equivalent)
- 2 years of experience in the job offered or related role
- 2 years of experience working with Salesforce Service Cloud, HubSpot, or other CRM platforms
- 2 years of experience developing process optimization methods for CRM workflows
- 2 years of experience in CRM data quality monitoring, analysis, and management
- 2 years of experience coordinating tooling improvements across teams
- 2 years of experience designing CRM-related reports and dashboards
Pay
This role is remote, and the base pay range depends on the candidate’s permanent work location. Offers may vary based on experience and skills. The role is also eligible for a new hire equity grant and annual refresh grants.
- CA, NY, CT, NJ: $132,000—$147,000 USD
- WA: $127,000—$141,000 USD
- OR, DE, ME, MA, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $122,000—$135,000 USD
- All other states: $110,000—$122,000 USD