Customer Experience Technology Analyst

Mercury Marine, a leading manufacturer of marine propulsion systems, is seeking a Customer Experience Technology Analyst to support performance and reliability of customer experience technologies. The role involves analytics, platform support, testing, and documentation to enhance customer experience operations.

Responsibilities

• 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
• 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
• 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
• 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
• Maintain CX technology documentation and AI knowledge that is accurate, organized, and accessible

Skills

• 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
• 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

Benefits

• Medical
• Dental
• Vision
• Paid vacation
• 401k (up to 4% match)
• Health Savings Account (with company contribution)
• Well-being program
• Product purchase discounts

Company Overview