Customer Experience Systems Analyst

Instacart; United States; Remote; USD 110,000 - 147,000; Full time

Job summary

Instacart is seeking a Customer Experience Systems Analyst to enhance CRM workflows and drive system efficiency. This remote role involves analyzing customer data, optimizing processes, and managing Salesforce Service Cloud functionalities to improve user experience. Join a dynamic team dedicated to exceptional customer engagement and performance.

Qualifications

• 3+ years with CRM systems.
• 2+ years in data analysis and reporting.
• 3+ years with Salesforce Service Cloud.

Responsibilities

• Analyze CRM data to uncover trends and inform business decisions.
• Manage business requirements and process optimization for CRM workflows.
• Own backlog for Salesforce Service Cloud changes.

Skills

Data analysis

CRM system management

Salesforce Service Cloud

Process optimization

Job description

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.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role

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 throughreal-time calls and chats with our valued customers, shoppers, and retail partners. As aservice-centric and analytics-driven team, we are chiefly focused on exceptional performance,delighting our community, and scaling our operations effectively. We pride ourselves on fosteringempathy, 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

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ

$132,000—$147,000 USD

WA

$127,000—$141,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$122,000—$135,000 USD

All other states

$110,000—$122,000 USD