Customer Experience Systems Senior Associate

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Systems Senior Associate based in the United States. This is a remote opportunity focused on improving the systems and workflows that power exceptional customer experiences. You’ll serve as a key technical partner for customer experience teams, helping ensure CRM tools are efficient, reliable, and aligned with operational needs. The role combines Salesforce Service Cloud expertise, business analysis, process optimization, and cross-functional collaboration. You’ll translate business requirements into practical system improvements while maintaining a clear view of data quality, efficiency, risk, and business value. Your work will directly influence how customer-facing teams manage cases, communicate with users, and deliver high-quality support at scale. You’ll operate in a service-oriented, analytics-driven environment alongside teams committed to empathy, operational excellence, and continuous improvement. This role is well suited to a systems-minded professional who enjoys solving complex workflow challenges and turning data and technology into measurable business outcomes. Analyze CRM data to identify trends, insights, opportunities, and potential issues that can inform business and operational decisions. Manage and optimize business requirements and processes for CRM workflows, with a particular focus on Salesforce Service Cloud. Maintain and prioritize the backlog of Salesforce Service Cloud enhancements designed to improve agent productivity and overall system efficiency. Collaborate with customer experience teams and other stakeholders to coordinate, evaluate, and validate proposed tooling and workflow improvements. Guide data migration and system integration activities to maintain seamless, accurate, and reliable workflows across platforms. Define and implement maintenance procedures that promote consistency, efficiency, and sound CRM database design. Develop information and data protocols that strengthen security, support system upgrades, and promote reliable CRM operations. Monitor CRM data quality and develop recurring reports and dashboards that provide stakeholders with actionable visibility into system performance and data health. Track business value, operational impact, and risk associated with CRM initiatives to support informed prioritization and investment decisions. Translate technical and operational requirements into scalable solutions that improve customer and internal user experiences. Partner across teams to ensure system changes are aligned with broader business objectives and customer experience priorities. Requirements: Master’s degree in Data Science, Information Systems, or a related discipline, or a foreign equivalent. At least 2 years of experience in the position offered or a related role. At least 2 years of hands-on experience working with Salesforce Service Cloud, HubSpot, or another CRM platform. At least 2 years of experience developing and implementing process optimization approaches for CRM workflows. At least 2 years of experience monitoring, analyzing, and managing CRM data quality. At least 2 years of experience coordinating tooling improvements across multiple teams or stakeholder groups. At least 2 years of experience designing CRM-related reports and dashboards. Strong analytical and problem-solving skills, with the ability to translate data into meaningful operational insights. Strong understanding of CRM workflows, system requirements, data management, and process improvement. Ability to collaborate effectively with technical and non-technical stakeholders and communicate complex requirements clearly. Strong organizational skills and the ability to manage competing priorities, system backlogs, and cross-functional initiatives. A customer-focused mindset with an interest in creating efficient, accessible, and scalable experiences for