Senior Customer Experience Consultant

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.

Caterpillars Customer Solutions Core Regions division is hiring a dynamic Senior Customer Experience Consultant to transform large complex datasets into actionable customer insights supporting datadriven business decisions and forwardlooking strategic development initiatives.

Role Summary:

The Senior Customer Experience Consultant will apply analytical expertise to large and complex datasets to deliver actionable customer insights that inform datadriven business decisions and strategic development initiatives.

What Youll Do (Job Duties)

• Access integrate and maintain customer data from platforms such as Google Analytics Salesforce Insights Hub Quantum Metric and social listening tools consolidating multiple sources into a centralized dataset for analysis.

• Develop maintain and enhance dashboards and reports that highlight customer insights trends and key customer experience (CX) metrics across individual platforms and aggregated views.

• Monitor data for trends anomalies and emerging customer signals proactively identifying and communicating insights and opportunities to the CX & Insights Lead.

• Support CX measurement and understanding by assisting with metric definition governance and ongoing tracking while incorporating regional considerations and customercontext nuances into insights.

What You Have (Core Skills)

Business Statistics: Knowledge of the statistical tools processes and practices to describe business results in measurable scales; ability to use statistical tools and processes to assist in making business decisions.

Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.

Analytical Thinking: Knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.

Machine Learning: Knowledge of principles technologies and algorithms of machine learning; ability to develop implement and deliver related systems products and services.

Programming Languages: Knowledge of basic concepts and capabilities of programming; ability to use tools techniques and platforms in order to write and modify programming languages.

Query and Database Access Tools: Knowledge of data management systems; ability to use support and access facilities for searching extracting and formatting data for further use.

Requirements Analysis: Knowledge of tools methods and techniques of requirement analysis; ability to elicit analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project.

Top Candidates Will Also Have

• Bachelors degree

• Experience analyzing linking and interpreting large volumes of customerrelated data

• Proven ability to translate complex data into clear actionable insights for nontechnical stakeholders

• Demonstrated success identifying trends and connecting insights to business opportunities

• Ability to uncover gaps in customer insights and translate findings into targeted recommendations and actions that drive business outcomes

Additional Location

• The location of this position is Peoria IL Cary NC or Irving TX.

• Up to 20% travel domestic and international.

• Relocation assistance is available.

• Sponsorship is NOT available.

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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