About the role
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 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.
About the company
Caterpillar Inc. is an American Fortune 100 corporation that designs, develops, engineers, manufactures, markets, and sells machinery, engines, financial products, and insurance to customers via a worldwide dealer network. It is one of the largest construction equipment manufacturers in the world.
