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. You will manage technical requirements and system efficiency, particularly within Salesforce Service Cloud. Collaborate with teams, shape case flow and communication, and ensure each user journey reflects success, aligning with broader business strategies. The Customer Experience team is service-centric and analytics-driven, focused on exceptional performance and delighting our community. This role is remote and offers competitive compensation and benefits, including equity grants. We are currently hiring in Ontario, Alberta, British Columbia, and Nova Scotia.

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

• This role is remote and the base pay range for a successful candidate is dependent on their permanent work location
• This role is eligible for a new hire equity grant as well as annual refresh grants
• $111,000 — $123,000 CAD