Senior Analyst, Continuous Improvement

Overview

We are seeking a Continuous Improvement Senior Analyst that leverages a combination of deep analytics skills and business acumen to derive insights across all areas of Customer Experience, which can then be used to drive meaningful improvements across various segments of the company. The ideal candidate possesses excellent time-management skills, the ability to communicate and present information effectively to business partners at all levels, and a deep-seated passion for continuous improvement, data integrity, and scalable solutions.

The Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business. Within PICO, the Continuous Improvement team leads the charge on data-driven decision-making and process enhancement. We conduct in-depth analyses, benchmark industry standards, and identity opportunities for the performance and cost-effectiveness of customer support. We collaborate closely with stakeholders across CX, operations, product, and engineering, to drive impactful changes.

About the Job

• Lead continuous improvement opportunities end-to-end - Identify improvement and automation opportunities, document current state, quantify the opportunity, build stakeholder support, implement the change, and monitor and communicate the impact


• Own data analysis and visualization as it relates to areas of customer experience; operational costs, efficiency, contact quality, and customer satisfaction


• Identify potential root causes contributing to change(s) in customer experience metrics


• Provide analytical insights into opportunities that can be leveraged for growth and operational efficiency gains


• Identify process automation and improvement opportunities and work with cross-functional teams (i.e., Product, Engineering, Business Development, Customer Experience) to implement initiatives


• Regularly communicate associated outcomes and insights to various stakeholders at all levels, including senior management to help guide strategic decisions


• Develop dashboards, analytical frameworks, and detailed reporting models that provide reliable, easily-digestible insights to key stakeholders to help guide decisions around process, policy, and systems


• Develop a deep understanding of how each area of the business impacts the other, as well as the underlying correlations relating to key company metrics


• Create automated reporting to ensure operations leaders are informed of variations and opportunities across various cohorts


• Regularly collaborate with other analysts, subject matter experts, and decision-makers to develop data-driven policies and models to improve the overall customer experience

About You

Minimum Qualifications

• 5 to 7 years in a data analytics role (e.g. analysis, business intelligence, consulting)


• Advanced proficiency in SQL with the ability to write complex and performant queries on our Snowflake cluster


• Experience with analytical visualization tools such as Mode, Tableau, Looker, or similar tools


• Understanding of A/B testing and other forms of statistical analysis using programming languages such as R or Python


• Passion for continuous improvement - strategic mindset, highly curious, keen sense of ownership, creative problem solving, strong critical thinking skills


• Extremely strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences


• Excellent teamwork skills - Desire to help others and collaborate with cross-functional teams


• Proven ability to work independently and juggle multiple priorities, pivot on short notice, and create a sense of urgency—thriving as a driven self-starter in fast-paced, dynamic, and sometimes ambiguous environments.


• Demonstrated ability to influence and drive results by independently delivering complex analyses, developing compelling business cases, and confidently proposing new ideas that challenge the status quo and secure stakeholder support.


• Experience with Lean or Six Sigma


• Bachelor’s degree or equivalent

Preferred Qualifications

• Experience at a fast-paced, high-growth technology company


• Experience in a customer support organization


• Experience with data modeling, ETL and data pipeline development


• Experience using AI tools to optimize processesAdvanced knowledge of experimentation and statistical methods


• Advanced degree in statistics, math, economics, engineering, computer science, or other quantitative field

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. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

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

CAN

$96,000—$107,000 CAD