Customer Experience Systems Analyst

Summary

Join Instacart as a Customer Experience Systems Analyst and become the architect of streamlined workflows for our customer relationship tools, ensuring they meet the needs of our teams. You will manage technical requirements and system efficiency, particularly within Salesforce Service Cloud. Collaborate with teams, shape case flow and communication, and align user journeys with business strategies. The Customer Experience team is service-centric and analytics-driven, focused on exceptional performance and delighting our community. This role involves analyzing CRM data, designing reports, assisting with data migration, managing business requirements, and coordinating tooling improvements. You will also track business value and risk for CRM initiatives. The position offers a flexible remote work environment.

Requirements

• 3+ years with CRM systems
• 2+ years in data analysis and reporting
• 3+ years with Salesforce Service Cloud, HubSpot, or other CRM
• Skills in designing CRM-related reports and dashboards
• Knowledge with process optimization methods for CRM workflows
• Ability to manage CRM system backlogs
• Knowledge of CRM system technical architecture
• Experience in coordinating tooling improvements amongst teams
• Expertise in CRM data quality monitoring and management

Responsibilities

• Analyze CRM data to uncover trends and insights that inform business decisions
• Design and deliver regular reports to stakeholders, ensuring CRM data quality is monitored continuously
• Assist with data migration and integration with other systems to maintain seamless workflows
• Manage business requirements and process optimization for CRM workflows
• Own backlog for Salesforce Service Cloud changes tied to agent and system efficiency
• Coordinate across CX teams to validate proposed tooling improvements
• Track business value and risk for CRM initiatives

Preferred Qualifications

• History of successful CRM data migration projects
• Documented achievements in CRM system efficiency improvements
• Evidence of reducing risks in CRM initiatives
• Demonstrable success in managing and delivering CRM tooling upgrades

Benefits

• Highly market-competitive compensation and benefits
• Remote work
• New hire equity grant
• Annual refresh grants