Customer Experience Technology Analyst

Brunswick Corporation•Fond du Lac, WI

1d•Hybrid

About The Position

As part of the talented Customer Experience team, you will support performance, reliability, and insight generation of customer experience technologies by combining analytics, platform support, testing, intake management, and documentation. This role works closely with CX Technology Manager and Support teams to ensure CX platforms are functioning effectively, issues are tracked and resolved efficiently, and insights are documented, reported, and escalated to support CX improvement efforts. The ideal candidate is a self-starter who is detail-oriented, comfortable working across multiple reporting and analytics tools, and capable of supporting day-to-day CX technology operations while contributing to continuous improvement efforts. At Brunswick, we have passion for our work and a distinct ability to deliver.

Requirements

Bachelor’s degree in Information Systems, Business, Analytics, or a related field (or equivalent experience).
Experience supporting Salesforce or similar CRM systems in an analyst or administrator capacity.
Knowledgeable in managing and supporting digital platforms.
Experience working with analytics and reporting tools (e.g., Salesforce reporting, Power BI, digital analytics platforms).
Self-driven and able to work independently, managing multiple workstreams, identifying gaps, and following through to completion with minimal supervision.
Strong analytical skills with the ability to translate data into clear, practical insights.
Strong written and verbal communication skills, with an emphasis on clear documentation and status communication.

Nice To Haves

Familiarity with Adobe Analytics, Lucky Orange, or similar digital analytics tools.
Exposure to AI-enabled CX tools, analytics, or knowledge management.
Experience supporting testing, UAT, or quality assurance activities.

Responsibilities

CX Platform Support Provide basic Salesforce support, including object updates and low-risk configuration changes, in alignment with established governance practices.
Support CX technology enhancements by assisting with requirements documentation, validation, and release readiness activities.
Help ensure platform updates are accurately reflected in reporting, documentation, and internal communications.
CX Reporting & Analytics Build and maintain CX analytics and reporting across Salesforce, Power BI, Adobe Analytics, Lucky Orange, and AI insights to deliver accurate, actionable visibility into performance, digital behavior, and experience outcomes.
Intake & Triage Operations Own CX technology intake and visibility by managing the request queue, ensuring issues and enhancements are clearly defined, documented, routed appropriately, and tracked through resolution (including SLAs/ETAs and status).
Enable prioritization and alignment by capturing impact, urgency, and dependencies, and providing concise, regular updates on progress, risks, and next steps to stakeholders and CX Technology leadership.
Testing, Quality Assurance & Validation Ensure CX technology quality and release readiness by developing and executing repeatable test scripts, documenting results and defects, and partnering with delivery teams to confirm changes meet requirements and function as expected.
Documentation & Knowledge Management Maintain CX technology documentation and AI knowledge that is accurate, organized, and accessible.