Customer Experience Insights Lead

Caterpillar is hiring a Customer Experience & Insights Leadwithin 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 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 CISDs 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 Youll Do (Key Responsibilities)

Drive CustomerBack 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 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 gotomarket and adoption and monitor results.

Help Develop a Clear Customer Experience Strategy and Drive a Deeper Understanding of Customers their Businesses their Needs and Wants:

• Help develop and govern the CISD 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 crossfunctional 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 inoffice work model requiring a 3day weekly office presence. However work arrangements may be adjusted at any time based on business needs.