Customer Experience Systems Analyst

In this role as a Customer Experience Systems Analyst, 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 have the reins, managing everything from the nitty-gritty of technical requirements to the bird’s-eye view of our system’s efficiency, especially within Salesforce Service Cloud. Melding your knack for collaboration with your Salesforce savvy, you’ll shape how cases flow, how teams communicate, and how each user journey tells a story of success, all while aligning with our 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 are chiefly focused on exceptional performance, delighting our community, and scaling our operations effectively. We pride ourselves on fostering empathy, compassion, and care above all else. The Technology Enablement team serves as a strategic Technical partner for the Instacart business to drive customer delight through personalized customer experiences with intentional, high-energy human support.

About the Job 

• 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.

About You

Minimum Qualifications

• 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

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

#LI-REMOTE