Customer Insights Lead

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining 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 dontjust 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.

Your Work Shapes the World at Caterpillar Inc.

Cat Digital is the digital and technology arm of Caterpillar Inc. leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide our teams use data technology advanced analytics telematics and AI capabilities to help our customers build a better more sustainable world.

Job Summary:

We are seeking a highly analytical and customer-focused Customer Insights Manager lead the customer feedback and insights program for Cat Digitals Experience Team. This role will serve as the central owner for VOC initiatives combining statistical analysis customer research and behavioral data to generate actionable insights. You will play a critical role in helping product UX and cross-functional teams understand customer needs and drive experience improvements that deliver measurable business impact.

What You Will Do:

• Design and scale VOC programs (surveys interviews) ensuring statistical rigor and actionable outputs

• Synthesize qualitative and quantitative data into clear prioritized insights and recommendations

• Partner with product UX and business teams to embed customer insights into discovery and delivery

• Enable teams through dashboards frameworks and coaching to act on customer feedback

• Measure and communicate the impact of VOC initiatives on key business and experience KPIs

• Lead development of a Customer Value Map to align customer needs business priorities and experience strategy

• Drive qualitative research strategy and execution translating customer insights into opportunities for product and experience innovation.

What You Will Have:

Effectiveness Measurement: Knowledge of effective measurement techniques and ability to measure the quality and quantity of work effort for the purpose of improvement.

Products and Services: Knowledge of major products and services and product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.

Pricing Models and Analytics: Knowledge of pricing tools techniques and methods; ability to assess analytical and pricing

models through the use of statistical principles.

Software Product Training: Knowledge of software product training; ability to create and deliver training on the implementation operation and utilization of technology products and systems.

Considerations For Top Candidates:

• Bachelors degree in UX Research Data Science Psychology (research-focused) Anthropology and Ethnography Market Research Business Analytics or related field OR equivalent working experience

• Experience with BI tools (e.g. Tableau Power BI) and statistical software (e.g. R Python SPSS).

• Certification or formal training in CX measurement frameworks (e.g. NPS CSAT CES) or UX research methods.

• Experience in VOC customer insights product research mixed method research or a related role within a complex digital environment.

• Deep proficiency in Qualtrics (or similar tool) including survey design advanced logic embedded data and dashboarding.

• Strong foundation in statistics including experience with survey analysis sampling techniques regression models and hypothesis testing.

• Extensive knowledge of conducting and synthesizing customer interviews and qualitative research.

• Familiarity with behavioral analytics tools such as ContentSquare Quantum Metric or Google Analytics.

• Extensive experience with the necessity and value of accuracy; ability to complete tasks with high levels of precision.

• Strong communication and storytelling skills; able to explain complex data clearly to technical and non-technical audiences.

What You Will Get

Working with a Fortune 100 leader you can build your career on a global scale and take advantage of development opportunities with emerging technologies. Weve created an inclusive environment for you to explore your passions make an impact and do the work that really matters. Join Us.

About Caterpillar

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed to and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-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

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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