Customer Experience Systems Senior Associate

instacart· 41 open roles

Remote RemoteFull-time2 weeks ago

Salary

$124k - $138k

Experience

Mid

Job Type

Full-time

Posted

2 weeks ago

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About This RoleAI processing…

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Key Responsibilities

1
Analyzing CRM data to discover trends and insights that inform business decisions
2
Guiding data migration and integration with other systems to maintain seamless workflows
3
Managing business requirements and process optimization for CRM workflows
4
Defining and implementing maintenance procedures to ensure efficiency and consistency in database design
5
Developing information protocols to enhance data security and prompt system upgrades
6
Maintaining the backlog for Salesforce Service Cloud changes tied to agent and system efficiency
7
Collaborating across CX teams to coordinate and validate proposed tooling improvements
8
Tracking and analyzing business values and risk for CRM initiatives
9
Designing and delivering regular reports to stakeholders to continuously monitor CRM data quality
10
Other duties as assigned

Requirements

Master’s degree in Data Science, Information Systems, or related field (or foreign equivalent)
2 years of experience in the job offered or related
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