Career Area:MarketingJob Description:Your Work Shapes the World at Caterpillar Inc.When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.Caterpillar is hiring a Customer Experience & Insights Lead within our Construction Industries Services Division (CISD) organization. Reporting directly to the CISD Customer Experience Director, this strategic position holds significant influence over CISD customer offerings and go to market priorities. The candidate will need to be able to influence across the organization including with sales execution and sales support VPs. The ideal candidate will possess a passion for customers, a deep understanding of traditional and innovative ways to collect voice of customer, an ability to identify unmet customer needs, and drive priorities in CISD bases on the most critical customer needs and priorities. Role Summary: Customer Experience (CX) is at the heart of CISD's mission to drive service growth and enhance customer engagement. In this role, you will play a critical role in shaping and executing our CX strategy, ensuring that global customer insights drive meaningful actions and improvements across the organization.What You'll Do (Key Responsibilities)Drive Customer-Back Service Growth:
Collect Construction Industries(CI) voice of customer (VOC) and information and match that with CI customer behaviors.
Coordinate the collection of VOC and information with other Caterpillar groups to generate CI insights from ethnographic research, data monitoring, and qualitative and quantitative surveys.
Manage CISD AI program to collect, analyze, and report global customer insights from customer visit reports. Coordinate adoption with the sales execution team and insight analysis/action with the sales support teams.
Generate global customer insights and communicate and drive alignment/actioning of those insights across CI and with Cat Digital, Marketing and Brand, and other Caterpillar teams.
For customer insights define: (1) Why do we need those insights / What problem are we trying to fix? (2) What new understanding did we gain? (3)Will our solution improve the physical and digital customer experience and therefore change customer behaviors?
Define the CISD business requirements for AI development with respect to customer insights, coordinate development with Cat Digital, own go-to-market and adoption, and monitor results.
Help Develop a C lear Customer Experience Strategy and Drive a Deeper Understanding of Customers, their Businesses , their Needs and Wants :
Help develop and govern theCISD CX, Digital & AI Strategies and roadmaps and align with CI business partners.
Build the customer knowledge of everyone in CISD by sharing VOC, Insights and customer actions across the organization.
Ensure the organization is working solutions as customer back led by VOC through the New Services Development Program.
Launch the AI voice of customer (VOC) assistant and virtual AI persona in CISD, automating insight generation from customer visits and the knowledge base AI marketing assistant.
What You Have (Skills and Qualifications)
Customer Focus: Passion for understanding and addressing customer needs.
Customer Experience Management: Proven experience in a strategic customer experience role with a focus on customer insights and service growth.
Influencing: Strong influencing and collaboration skills with the ability to work effectively with senior leadership.
Customer Insights Collection and Development : Experience with a wide variety of ways of collecting VOC and information about customer buying behaviors and how to influence their decision making.
Program Management: Excellent ability to coordinate with cross-functional teams.
AI Experience: Experience with leveraging AI for iterative prompts, data analysis, & developing business strategies.
This role is critical to driving service growth and enhancing customer experience within CISD. If you are passionate about customers and skilled in generating and actioning insights, we invite you to join our team to improve our customers’ experience of owning Caterpillar equipment and as a result make a significant impact on our business. Additional Details
This position can be located in Peoria, IL; Dallas, TX; or Cary, NC.
Domestic relocation assistance is available.
This position is currently a hybrid in-office work model, requiring a 3-day weekly office presence. However, work arrangements may be adjusted at any time based on business needs.
Summary Pay Range:$144,960.00 - $217,320.00Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.Benefits:Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
Medical, dental, and vision benefits
Paid time off plan (Vacation, Holidays, Volunteer, etc.)
401(k) savings plans
Health Savings Account (HSA)
Flexible Spending Accounts (FSAs)
Health Lifestyle Programs
Employee Assistance Program
Voluntary Benefits and Employee Discounts
Career Development
Incentive bonus
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
These benefits also apply to part-time employees
Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.Posting Dates:March 20, 2025 - April 3, 2025Any offer of employment is conditioned upon the successful completion of a drug screen.EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .