Customer Experience Systems Senior Associate

As a Customer Experience Systems Senior Associate, you will architect streamlined workflows and ensure customer relationship tools are functional and meet team needs, with a focus on Salesforce Service Cloud. You will manage technical requirements, system efficiency, and collaborate across teams to shape case flow and user journeys.

The Customer Experience team is the empathetic voice of Instacart, engaging with customers, shoppers, and retail partners. The Technology Enablement team serves as a strategic technical partner to drive customer delight.

• Analyze CRM data to discover trends and insights
• Guide data migration and integration with other systems
• Manage business requirements and process optimization for CRM workflows
• Define and implement maintenance procedures for database design
• Develop information protocols to enhance data security
• Maintain the backlog for Salesforce Service Cloud changes
• Collaborate across CX teams to coordinate and validate tooling improvements
• Track and analyze business values and risk for CRM initiatives
• Design and deliver regular reports to stakeholders

• 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 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

Base pay ranges for US based candidates: CA, NY, CT, NJ: $132,000—$147,000; WA: $127,000—$141,000; OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $122,000—$135,000; All other states: $110,000—$122,000. Eligible for new hire equity grant and annual refresh grants.

Instacart provides highly market-competitive compensation and benefits. This role is eligible for equity grants.

Apply via the Instacart careers page.