Hybrid CX Content Analyst — Impact & Growth

The Toro Company; Bloomington (IN); Hybrid; USD 78,000 - 98,000; Full time

Benefits offered by this job

Onsite café

Wellness resources

Volunteer hours

Hybrid work schedule

Competitive salary

Job summary

The Toro Company, headquartered in Bloomington, seeks a Customer Experience & Content Analyst II to enhance our knowledge base and digital support roadmap. You will lead the development and maintenance of customer-facing documentation while collaborating with support, product, and publications teams to drive improvements.

Ideal candidates will have 4+ years cross-functional experience, strong writing skills, and a background in business or technical communications.

Qualifications

• Bachelor’s degree and 4+ years cross-functional experience across support, service, product, engineering, or publications.
• Strong project management and data analytics skills with demonstrated ability to own coordination and workflows.
• Experience with business systems (Salesforce, Windchill, Titania, Wrike) and Lean process improvement techniques.
• Experience developing and maintaining technical documentation and support resources.
• Knowledge of structured authoring concepts (DITA preferred) and documentation lifecycle management.
• Ability to translate complex ideas into concise written, spoken, and visual communications.
• Excellent verbal/written communication and cross-functional collaboration.

Responsibilities

• Manage CX priorities and business requirements across teams to execute initiatives.
• Support the digital customer support roadmap by documenting needs and content improvements.
• Identify root causes of high-effort experiences and promote productivity improvements.
• Support critical implementation efforts for the multi-year digital support roadmap.
• Participate in process mapping and lean-based documentation of processes.
• Educate stakeholders on new product functionality and facilitate cross-functional advocacy.
• Translate support needs into procedures and content standards for partners.
• Develop and improve knowledge articles, service procedures, and troubleshooting content.
• Contribute customer insights and knowledge management expertise to cross-functional CX initiatives.
• Perform other duties as assigned.

Skills

Project management

Data analytics

Cross-functional collaboration

Lean processes

Technical documentation

DITA structured authoring

Content development

Communication skills

Salesforce familiarity

Education

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

Tools

Salesforce

Windchill

Titania

Wrike

Job description

The Toro Company, headquartered in Bloomington, seeks a Customer Experience & Content Analyst II to enhance our knowledge base and digital support roadmap. You will lead the development and maintenance of customer-facing documentation while collaborating with support, product, and publications teams to drive improvements.

Ideal candidates will have 4+ years cross-functional experience, strong writing skills, and a background in business or technical communications.