Customer Experience Systems Senior Associate

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.

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.

In this role as a Customer Experience Systems Sr. Associate, 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.

Responsible for analyzing and developing systems and workflows to ensure that the company customer relationship tools are functional, accessible, and meet the needs of internal teams. Duties include:

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

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. 

Minimum Qualifications

• 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