Customer Experience & Content Analyst

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The Toro Company is a homegrown, Minnesota-based company that has been in business since 1914. We pride ourselves on providing world-class equipment to helpmaintainthe environment that we love, while putting an emphasis on giving back to the communities that surround us.

From residential lawns and gardens,to venues such as St Andrews Links and Target Field, we are a company with a global footprint and a passion for helping people beautify whatever landscape they may be in. With 100 years of operation under our belt and ahealthy tenure,come find out what makes The Toro Company the best place in the Twin Cities to build a career.

This Customer Experience & Content Analyst II contributes directly to transforming our customer experience and knowledgebase capabilities in the CX Hub by building subject matter expertise across the business, executing customer experience activities, supporting change management efforts and contributing to the implementation of the digital support roadmap. This role leads the development, maintenance and continuous improvement of customer-facing technical content, knowledge articles and service documentation.

In order togrow and build a successful career with The Toro Company, you willbe responsible for:

• Manage defined CX priorities and business requirements, partnering across customer support, service, training, product and publications teams to execute initiatives.

• Support execution of the digital customer support roadmap by documenting business needs, customer experience requirements, process improvements and content enhancement opportunities.

• Understand root cause of high effort experiences/ trends and promote work to improve ongoing operational productivity and cost to serve.

• Support critical implementation efforts from conception to completion to the multi-year digital support roadmap.

• Participates in process mapping, customer experience mapping and applying lean principles to document processes.

• Educate and build advocacy for new product functionality to internal cross-functional teams, stakeholders, and channel partners.

• Translate support requirements into documented procedures, content standards, workflow documentation and process guidance for internal and external partners.

• Develop, maintain and improve support content including knowledge articles, service procedures, troubleshooting guidance and other technical documentation while ensuring compliance with established content standard and governance processes.

• Participate as an active member of cross-functional CX initiatives by contributing customer insights, process documentation, content improvements and knowledge management expertise.

• Performs other duties as assigned.

To be considered for this role, an individual should meet the following minimal requirements:

• Bachelor’s degree in business, technical communications, process engineering or other related field

• Four (4) plus years’ experience to include working cross-functionally with support, technical service, product, engineering and/or technical publications teams

• Strong project management and data analytics skills with demonstrated ability to own project coordination and workflow development with product SMEs

• Experience with business systems (i.e. Salesforce, Windchill, Titania, Wrike) and Lean process improvement techniques

• Experience developing and maintaining technical documentation, service manuals, troubleshooting content or support resources

• Working knowledge of structured authoring concepts (DITA preferred), content reuse strategies and documentation lifecycle management

• Proven ability to interpret a vision, strategy and execute the plan

• Ability to translate complex ideas and detailed information into concise written, spoken, and visual communications

• Excellent verbal/written communication skills, influencing ability, and effective participation in cross-functional teams

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