Customer Experience Systems Senior Associate

Customer Experience Systems Senior Associate

Job #CESA39

Overview

Maplebear Inc. D/B/A Instacart in San Francisco, CA seeks Customer Experience Systems Senior Associate (Multiple Openings). Employee may be stationed anywhere in the continental U.S., but will report to headquarters in San Francisco, CA.

About the Job

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

About You

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

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