CRM Systems Senior Architect for Customer Experience

Jackalope Digital LLC; Northern (KY); Hybrid; USD 110,000 - 122,000; Full time

Benefits offered by this job

New hire equity grant

Annual refresh grants

Flex First remote work policy

Job summary

Instacart is seeking a Customer Experience Systems Sr. Associate to architect streamlined workflows in Salesforce Service Cloud and related CRM tools. You will shape case routing, agent productivity, and user journeys while aligning with business strategy.

The role requires strong CRM data quality, reporting, and process optimization skills, plus collaboration across CX teams to implement tooling improvements. Remote-friendly with competitive pay and equity opportunities.

Qualifications

• Master’s degree or foreign equivalent in data-related field.
• 2 years of experience in the job offered or related.
• 2 years of experience 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.

Responsibilities

• Analyze CRM data to identify trends and drive decisions.
• Guide data migration and integration to maintain seamless workflows.
• Manage business requirements and optimization for CRM workflows.
• Define maintenance procedures for efficient database design.
• Develop information protocols to enhance data security and enable upgrades.
• Maintain backlog for Salesforce Service Cloud changes related to agent/system efficiency.
• Collaborate with CX teams to validate tooling improvements.
• Track business value and risk for CRM initiatives.
• Deliver regular CRM data quality reports to stakeholders.

Skills

CRM data quality monitoring

CRM workflows optimization

Cross-team tooling coordination

CRM reporting & dashboards

Salesforce Service Cloud

HubSpot or similar CRM platforms

Education

Master's degree in Data Science or Information Systems

Tools

Salesforce Service Cloud

HubSpot

Job description

Instacart is seeking a Customer Experience Systems Sr. Associate to architect streamlined workflows in Salesforce Service Cloud and related CRM tools. You will shape case routing, agent productivity, and user journeys while aligning with business strategy.

The role requires strong CRM data quality, reporting, and process optimization skills, plus collaboration across CX teams to implement tooling improvements. Remote-friendly with competitive pay and equity opportunities.